Large wholesale distribution company seeks HR Coordinator who supports employees in resolving issues related to Human Resources, benefits and other employment related inquiries. Provides excellent customer service by providing prompt, accurate and thorough support on all employment-related issues.
Duties and Responsibilities
Provides quality customer service in response to all inquiries made via phone, email, Service Now, QR code from all nationwide Employees, Managers, HR Business Partners as well as all areas of operations.
Accurately and timely logs-in all cases received into the case management system (Service Now).
Navigate employees through the various employee life-cycle processes.
Triage issues presented by employees and accelerate to Tier 2 specialists.
Participate in team problem solving efforts and offer ideas to solve client issues.
Works efficiently to resolve and close cases accurately and timely to meet Service Level metrics.
Uses procedures, policies, knowledge database and other reference materials to assist in answering inquiries.
Liaise with our partners such as Benefits, Shared Services, Payroll to ensure valid and correct information is provided to our employees.
Collects and validates complete data required to process manual employee personal and organizational transactions and escalates for processing through SG Connect.
Must have the ability to remain focused, professional, tactful and discrete when handling sensitive and/or confidential information.
Support inquiries regarding Company initiatives, Natural Disaster/crisis events and annual programs.
Perform other job-related duties as assigned.
Minimum Qualifications
High school diploma or equivalent; Bachelors Degree desirable.
Several years of Human Resources experience.
Several years of customer service experience, preferably in a call center environment.
Working knowledge of state and federal employment laws/regulations including Americans with Disabilities Act Amendments, Family Medical Leave Act and Worker's Compensation
Preferred Qualifications
Excellent interpersonal, customer service, analytical/problem solving, problem management, presentation, and communications skills
Strong communication skills – written, verbal, motivation, facilitation of strong working relationships
Strong analytical/problem solving skills
Knowledge of Service Now a plus
Well-rounded/versed in all things SGWS Policy and Procedure
Positive attitude and professional demeanor
Bi-lingual (English/Spanish) helpful.
Ability to handle all Employee issues in a professional manner with utmost confidentiality
Ability to work under pressure and maintain/produce accurate work.
Customer orientated and ability to adapt and respond to all SGWS employees.