Responsible for providing consistent, high-quality customer care and service excellence to its customer base. Performs high-volume services through the HR Shared Services Center through standardized processes including administrative work, order fulfillment, and database transactions via telephone, web, facsimile, email, or correspondence. Serves as an integral member of a team providing escalated Human Resources support to team members. Assists team members and managers with questions regarding Human Resources policies, practices, tools, and processes. Records and tracks issues via the case management tool, tracking from initiation to resolution.
Responds to escalated inquiries into the Human Resources Service Center via telephone, website, or email utilizing all available tools and resources.
Utilizes procedures, policies, ERP, and other reference materials to assist in answering team member and manager inquiries and resolving issues.
Documents incoming calls using a case management tool to resolve issues within identified service level agreements.
Proactively escalates issues to Tier II and COE teams and HRIS team on the customer's behalf to ensure the service levels are met.
Upholds service level agreement metrics regarding commitments to problem resolution timeframes. Abides by quality guidelines when handling customer calls.
Performs administrative, transactional, and data/records management activities in support of Human Resources.
Provides assistance on navigating internal resources on self-service and Human Resources technology tools.
Stays abreast of changes to policies and practices to contribute to the timeliness of resolution.
Key Requirements
Associate's Degree
2 Years of HR experience or 5 Years in Customer Service Role
HCM's and comfortable with file work
Familiar with Microsoft Teams
Required Skills
Ability to communicate effectively over the phone and in writing with all levels within the organization, demonstrating a high level of integrity, ethics, and customer service.
Active listening skills with the ability to ask probing questions to aid in problem-solving and issue escalation.
Ability to work effectively in high-pressure situations that require sound decision-making and may involve confidential or sensitive matters.
Critical thinking and multi-tasking in a high-volume environment.
High sense of urgency for meeting commitments and completing assignments.
Demonstrated knowledge and understanding of Human Resources functions within an organization.
Ability to consistently deliver high-quality customer service in a professional manner.
Strong computer skills, including Microsoft Office, and human capital management systems.
Detail oriented with ability to function well in stressful situations.
Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.
California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
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Company Profile:
Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs.
Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.
Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.bhsg.com .
