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First point of contact for all incoming inquires, issues, and work requests related to HR administration and transactions. Manages inquiries, requests, and cases to closure, while appropriately escalating complex cases. Provides accurate and timely processing of HR transactions.
Responsibilities:
Provides first point of contact support to incoming calls/emails/requests from customers (e.g., caregivers, managers, candidates, dependents) to answer questions, resolve issues, and respond to inquiries related to broad HR based processes and systems.
Records caller inquiries and requests and communicates resolutions and updates cases using case management tools.
Maintains customer contact until request is resolved, including informing customer of status and resolution.
Provides accurate, consistent and timely responses to HR process, system and policy requests which are considered to be routine requests and require limited research.
Performs basic administration processing and approval of transactions, data input and verification of required documentation.
Utilizes knowledge base tool to provide consistent answers to customers.
Educates caregivers on company practices and tools (e.g., HR Portal, ESS, MSS) to encourage caregivers to resolve questions on their own.
Refers complex cases requiring interpretation to appropriate Specialist or to COE if additional research or expertise is required.
Provides document support by managing incoming and outgoing forms, information, as necessary.
Develops an in-depth understanding of the customers needs.
Identifies and resolves the customers issues and anticipates future needs by explaining/suggesting/providing additional information that the customer needs to know in order to successfully perform their duties.
Provides inputs to update and maintain knowledgebase FAQs, solutions and troubleshooting guides.
Meets key performance measures such as first call resolution, average answer speed, and call quality.
Other duties as assigned.
Education:
High School diploma is required.
Bachelor’s Degree or Master’s degree is preferred.
Certifications:
None required.
Complexity of Work:
Requires critical thinking skills, decisive judgment, and the ability to work with minimal supervision.
Must be able to work in a stressful environment and take appropriate action.
Proficient in general word processing and spreadsheet skills.
Proficient in use of HR systems and call center technology tools.
Work Experience:
Two years of customer service experience is required.
A Bachelor’s or Master’s degree may offset the required experience.
Applicable human resources service delivery experience, including HR administration, benefits administration or other related discipline is preferred.
Project Management or Account Management experience is preferred.
Physical Requirements:
Typical physical demands include a high degree of dexterity to produce material on a PC; normal or corrected vision and hearing.
Requires constant sitting and data entry with a headset.
Requires occasional lifting or carrying of up to 25 pounds.
Personal Protective Equipment:
Follows Standard Precautions using personal protective equipment.
Keywords: human resources, HR, HR service rep, HR service representative, HR customer service, HR administration
The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our employees and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. Job offers will be rescinded for candidates for employment who test positive for nicotine. Candidates for employment who are impacted by Cleveland Clinic Health System’s Smoking Policy will be permitted to reapply for open positions after 90 days.
Cleveland Clinic Health System administers an influenza prevention program as well as a COVID-19 vaccine program. You will be required to comply with both programs, which will include obtaining an influenza vaccination, COVID-19 vaccination, or an exemption.
Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.
Please review the Equal Employment Opportunity poster
Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities
