Position summary
the hr service center coordinator (tier 1) is responsible for providing first-line hr support to our owens and minor family of current and former teammates. This includes, but is not limited to, responding to inquiries via identified contact channels, serving as a sme for tier 1 support, managing cases within salesforce, and overall providing a smooth experience for hrsc customers. This role will be knowledgeable across all hr specializations (hr policies, benefits, hris, etc.) and accurately resolve questions within defined slas.
essential job functions:
* provide excellent and professional customer service via phone and email channels.
* act as subject matter expert for tier 1 support.
* research and resolve all questions within a timely manner as defined by slas.
* determine root cause of issues and suggest process improvements.
* autonomously resolve questions with little to no supervision.
* understand and successfully navigate hris systems including workday and salesforce.
* understand and clearly articulate hr policies, processes and procedures.
* routinely contribute to improving hr services, processes and procedures to increase hrsc customer experience and satisfaction.
* accurately process hr administrative tasks including but not limited to updating teammate data, supporting cyclical processes, etc.
supplemental job functions:
* performs additional duties as directed.
qualifications
required education & experience
* bachelor’s degree preferred
* 1-2 years of experience working in hr service center or customer service
* 1-2 years of human resources experience
* 1-2 years of workday experience
* 1-2 years of case management experience (salesforce, servicenow)
* proficient in microsoft suite
preferred education & experience
* bachelor’s degree in human resources, business administration, psychology, or a related field preferred.
knowledge skills & abilities:
* highly detail-oriented and organized
* strong verbal and written communication skills
* english language skills (reading, writing, verbal)
* excellent problem-solving skills
* excellent customer service skills
* strong organization skills
* ability to work autonomously, as part of a team as well as participate in team projects
* ability to multitask and work in a fast-paced, deadline-oriented environment
* ability to learn new processes, tasks & engage with team remotely
* must have a dedicated, quiet work environment
* internet speeds of 100mpbs or more