Bloomin Brands Hiring for HR Operations Associate I at Remote Full Time

The HR Operations Associate I will serve as the first point of contact responsible for the resolution of HR inquiries from BBI employees, Managers, former employees and outside agencies. The Associate will respond efficiently to HR inquiries received via phone, email, or the HR Portal, resolving HR issues using call guides and procedures. The Tier One Team Member is expected to project a professional customer service attitude in all interactions and to maintain or exceed customer service standards.

Responsibilities

Respond timely and appropriately to requests to the BBI Connect Resource Center using call guides, FAQs, policy manuals, desktop procedures and other reference materials

Provide accurate and consistent answers to customer inquiries

Attempt to resolve the customer’s inquiry upon first call/contact

Help customers navigate through HR Information System and other HR technology applications

Identify when customer requests cannot be resolved by Tier 1 and escalate inquiries to appropriate parties within HR or to third party vendors (other areas within BBI Connect Resource Center, COEs, HRBP or external service delivery/vendor contacts)

Log all incoming inquiries in the case management system (accurately and timely)

Abide by documented customer service guidelines when handling customer inquiries

Ensure customer privacy, including confidentiality and security of personal/job data

Assist customers with difficult issues by communicating empathy and helping to de-escalate the situation

Adhere to assigned job schedule; exhibit punctuality and achieve the desired level of attendance

Consistently exhibit excellent verbal and written communication skills, including using proper grammar, tone, clarity, and succinctness when communicating with customers

Provide proactive feedback to BBI Connect Resource Center leadership on ways to improve processes and customer service as necessary.

Requirements / Key Capabilities:
Associate’s Degree or relevant experience required

6 months to 1 year of customer service or call center experience required

Excellent customer service focus and ability to deliver high quality customer service consistently in a professional manner

Strong communication, interpersonal and listening skills

Working knowledge of HR Shared Service Center operations preferred

Ability to deal effectively with dissatisfied customers and maintain composure and professionalism

Attention to detail (particularly with entering data)

Ability to follow standard operating procedures and scripts without variation

General computer skills including the ability to use the range of Microsoft products (i.e., MS Office, Outlook/Exchange) and ability to learn HRIS module (navigate a computerized data entry system) and other HR systems (e.g. applicant tracking system, performance management, etc.)

General analytical and problem solving skills

Ability to deal with ambiguity

Flexibility to accommodate staff scheduling changes

Ability to handle confidential information

Ability to maintain effectiveness amid distractions