Specialist, HR Care Center

Responsibilities

The HR Care Center (HRCC) provides Team Members with a centralized point of contact for their HR related questions. Additionally, the HRCC relieves administrative burdens throughout the HR organization and creates more capacity for unit level staff to perform more value-added services. As a member of the HR Care Center, the HRCC Specialist will provide outstanding signature service to our Team Members and demonstrate passion, understanding and problem-solving skills through an omni-channel support system. The HRCC Specialist will deliver unparalleled value to our current Spirit Team Members, Spirit retiree's and HR Centers of Excellence. This role will play an essential part in understanding the challenges and questions that Team Members have with HR and provide feedback to drive improvement.The Specialist, HR Care Center will report to the Manager, HR Care Center & Travel.

• Utilize the CRM platform to manage and respond to employee inquiries, ensuring accurate tracking and resolution of cases.

• Regularly review and analyze trends from CRM data and chatbot interactions to identify common issues or areas for improvement in HR services.

• Collaborate with the HR technology team to update and refine chatbot scripts and functionality based on employee interactions and feedback

• Respond to a large volume of incoming emails, calls and chats to resolve HR inquires and requests in a timely, accurate and professional manner

• Acquires and maintain substantial knowledge concerning Human Resources policy, programs, and procedures that allows first call resolution for the majority of cases

• Educate Team Members on HR policies and procedures, Benefit plan designs and enrollment, Leave of Absence, Continuation of Coverage and provide guidance on how to resolve non-HR related questions

• Work closely with other HR staff members, and HR systems to provide service and support to all other HR functional areas

• Use Microsoft Dynamics as a case management tool, to handle, escalate and fulfill HR cases

• Responsible for adhering to HRCC KPI's and SLA's while responding to Team Member inquiries

• Perform HR administrative processes as directed by HRCC manager

• Assist with new hire orientations and support Open Enrollment activities and presentations.

• Seeks opportunities for process improvement to streamline or improve processes and makes suggestions to Support Center manager

• Deliver exceptional Team Member service using Spirit's Signature Service Standards

May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate (e.g., emergencies change in workload, rush jobs or technical developments).

Qualifications

• High School Diploma or General Education Degree (GED).

• 1-3 years of experience in a related field.

• Demonstrate a strong passion for customer service with a desire to form relationships with each interaction and provide Team Members with appropriate solutions

• Excellent written and verbal communication skills

• Technical aptitude and willingness to learn new technologies and software.

• Exceptional problem solving, organizational and analytical skills.

• Intermediate Microsoft Office Skills: SharePoint and Microsoft Dynamics experience is a plus but not required

• Tremendous flexibility and ability to quickly learn new programs and polices

• Ability to manage time and prioritize tasks to meet deadlines

• Must be comfortable in dealing with all levels of team members and both unionized and non-union workgroups while maintaining the highest standards of confidentiality.

• Ability to work as part of a team or independently on special projects.

• Ability to find opportunities for process improvements and communicate to leadership.

• Strong work ethic with a high level of integrity, responsiveness, and ownership to build trust with our clients and colleagues.

• Receptive and responsive to feedback/coaching with the ability to implement agreed upon action steps that lead toward ongoing skill development and performance.

• Must be detailed oriented and possess a drive for perfection in execution. Highly organized and disciplined. Able to multi-task.

• Demonstrated success in building and maintaining relationships at all levels, collaborating with others across business, function, geographical boundaries and with third party vendors.

• Exerts up to 10 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. involves sitting most of the time but may involve walking or standing for brief periods of time.

• Domestic & International travel under 10% of time.

• Hybrid.

We offer a competitive salary and comprehensive benefits to our team members including medical, dental, STD, LTD, life insurance, 401(k), paid time off, travel benefits, and much more. We strive to maintain a professional, yet friendly environment and promote professional and career development for our Team Members.

#LI-MC1

Overview

At Spirit, our mission is to deliver the best value in the sky and be the most successful airline on Earth! We are leaders in providing customizable travel options and make it possible for our Guests to venture further and discover more than ever before by serving destinations throughout the U.S., Latin America, and the Caribbean! Imagine making your mark on an organization introducing 100's of new aircraft that will double our fleet!

• Fly With A Winner: We are proud to be recognized by LinkedIn as a Top Company in the Travel & Hospitality industry. Our constant growth and improvement mean boundless career opportunities. Team Members develop their careers rapidly while building key skills that drive long-term success.

• The Giving Spirit: We are committed to inspiring positive change in the cities where we work and live. That starts with giving back through Corporate Social Responsibility and The Spirit Airlines Charitable Foundation.

• Be Yourself: We want Team Members to feel empowered to bring their whole self to work and contribute to our success - that's why we're committed to building progress in the areas of Diversity, Equity, Inclusion and Belonging. Our Spirit Family is strong, not despite our differences, but because of them.

• Travel The World: We offer competitive base salaries with robust health & welfare benefits, including travel & flight benefits for you and your family.

EEOC Statement

Spirit Airlines is an Equal Employment Opportunity employer.  All aspects of employment are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or any other category protected by federal, state, or local law.