Human Resources Service Center Rep

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

Human Resources Service Center Rep

Market Range:

MR13

Approved Date:

8/23/2023 2:06:08 PM

FLSA:

Non-Exempt

EEO Code:

ADMINISTRATIVE SUPPORT

Career Level:

C1

Career Level Description:

Core Services Level 1

Job Code:

100437

Job Family:

Human Resources

Sub Family:

General Human Resources

Primary Purpose

Serves as first point of contact in an inbound call/service center environment receiving and responding to Human Resources requests and inquiries via phone calls, emails, voicemails, walk-in service, and web forms. Educates customers on employee benefits, wellness programs, HR polices and resources. Uses all available resources to identify and solve problems during the initial contact. Acts as liaison to the Centers of Excellence escalating complex, previously undefined situations/questions as needed.

•

Answers and responds to inbound calls and emails from internal and external customers, applicants, employees and managers regarding a broad range of human resources topics including benefits, payroll, recruitment, policies etc. Educates employees on health and wellness programs by explaining coverage options, resources and assisting with benefits enrollment. Follows up with customers on status of inquiries.

1

50%

•

Utilizes and interprets information systems and resources to provide specific HR-related information to customers on policies, programs, processes, and transactions related to questions/issues. Assists customers with navigating resources and provides first-level technical support to information systems and self service tools. Develops and continually improves Knowledge Base documentation to streamline customer support.

2

20%

•

Escalates complex, previously undefined situations/questions to Centers of Excellence. Leverages responses from Centers of Excellence to continually improve Knowledge Base content and reduce escalations.

3

10%

•

Leverages available ticket tracking application to record all interactions with customers.

4

10%

•

Process Public Service Loan Forgiveness Forms, Verification of Employment, Child Support Forms, and contact Information changes for separated/retired employees

5

10%

Position(s) may perform other duties in addition to the above as assigned by management.

•

Participates in special projects and other duties as assigned

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

C1

Career Level Description:

Core Services Level 1

•

Works to deliver day-to-day objectives with some impact on achievement of the Work Group results.

•

Work follows defined standard procedures and consists of tasks that are routine.

•

Work is closely supervised.

•

Responsible for checking data and information when minor changes may be required based on review.

•

Follows a well-established and familiar set of activities and/or processes to derive a solution.

•

Communicates within and outside the immediate team to obtain and provide basic information.

•

N/A – Jobs at this level are focused on self-development.

•

Requires limited job knowledge of systems and procedures. Follows basic work routines and standards.

Qualifications

•

High school diploma or GED

•

One year of experience in human resources administration

•

Equivalent education and experience are accepted

•

Ability to handle high volume of customer calls while maintaining a positive attitude

•

Ability to interact with difficult customers and communicate effectively including explaining instructions and guidelines

•

Ability to diffuse distraught callers while identifying, articulating, and appropriately escalating issues

•

Ability to navigate various computer software applications and databases

•

Ability to demonstrate appropriate tone and follow-through

•

Knowledge of proper customer relationship and service practices

•

Knowledge of general human resource practices

•

Ability to work in a highly structured, measurement-oriented environment

•

Ability to maintain favorable public relations

•

Ability to handle confidential and sensitive information with tact and discretion

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

Communication

Creates an atmosphere in which timely and high-quality information flows smoothly up and down, inside and outside of the organization; encourages open expression of ideas and opinions.

Customer Service

Balances interests of a variety of clients, and readily readjusts priorities to respond effectively to pressing and changing demands for information, advice and assistance.  Anticipates and meets the needs of clients; achieves quality end products; and commits to continuous improvement of services.

Adaptability & Flexibility

Changes behavioral style or method of approach when necessary to achieve a goal; adjusts style as appropriate to the needs of the situation. Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.

Listening

Understands and learns from what others say.

Problem Solving

Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on one's knowledge and experience base, and calling on other references and resources as necessary.

Interpersonal Skills

Treats others with courtesy, sensitivity, and respect.  Considers and responds appropriately to the needs and feelings of different people in different situations.  Perceives, assesses, and positively influences one's own and other individuals’ emotions.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand and apply routine verbal and/or written instructions

Organization

Organize actions to complete sequential and/or routine tasks

Decision Making

Make decisions that have an impact on the individual's work

Communication

Communicate and exchange routine/basic information

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X