Shared Services Specialist - Front Desk

Job Summary

This position is responsible for responding to People & Talent inquiries primarily from Team Members, managers, healthcare partners, sponsored staff, and other members of the People & Talent Team. The primary focus of this job is to provide support regarding People & Talent policies, programs, processes and some basic HR systems support (e.g., Peoplesoft, Taleo, badges, etc.

Core Responsibilities

• Provides quality customer service in response to incoming inquiries through the call center, web portal chat, and walk-in's.

• Provides accurate information over the phone, chat, or verbally to customers (Team Members)

• Searches the HR web portal and knowledge base system for relevant information to provide answers to incoming inquiries.

• Accurately documents notes following each phone call, chat, or online ticket.

• Ability to follow standard procedures and scripts.

• Uses FAQs, scripts and knowledge to assist employees with inquiries.

• Assists customers with any problems encountered while using HR self-service tools for employee transactions (e.g., data changes, onboarding, separations, benefits administration, performance management and compensation, job postings, etc.).

• Answers basic inquiries for industry leading HR systems such as Peoplesoft, Taleo, MindLab, badges, etc.

• For any issues not resolved, opens helpdesk tickets and refers the question or issue to the appropriate expert for problem resolution

• Participates in continuous improvement initiatives

• High School diploma or GED

• 2-3 years customer service experience preferably in a call center or customer service environment or college degree and commiserate experience.

• Ability to greet callers warmly and ascertain problems or reasons for their outreach Must have the ability to remain focused, professional, tactful and discrete when handling sensitive and/or confidential information

• Communicates effectively in both oral and written form

• Exhibits patience and empathy

• Ability to put oneself in a customers' shoes and advocate for them when necessary

• Possesses strong problem-solving skills

• Confident at troubleshooting; obtains enough information from employees to either resolve the inquiry or obtains adequate information to refer the issue to an expert for problem resolution

• Actively looks for process improvement

• Strong interpersonal and customer service skills

• Ability to multi-task, prioritize, and manage time effectively

• Ability to follow strict policy guidelines and recognize situations requiring escalation

• Ability to work in fast-paced environment

• Possesses strong PC skills and has knowledge of general office tools such as Microsoft Office Suite products: Excel, Word, PowerPoint, etc. will also be helpful.