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Requisition ID # 135620
Job Category: Human Resources
Job Level: Individual Contributor
Business Unit: Human Resources & Enterprise Change Ofc
Job Location: Concord; Oakland
Department Overview
The Human Resources Solutions Center (HRSC) is currently located in Concord, CA, soon to be moving to Oakland, CA. We respond to calls and electronic tickets related to SAP and HR transactional questions, which include Organization Management, Personnel Actions, such as employee transfers, separations, creating organizational units and rate of pay. We also assist with basic non-transactional inquiries from our employee and retires, such as basic HR policy questions, and assist with ensuring questions are addressed by the HRSC or our HR Partners. We strive to be a one-stop shop for all HR related inquiries.
Position Summary
The HR Service Center Representative must be able to provide model customer service, multi-task in a fast-paced, ever changing work environment while promoting engagement within the team and with our partners. This position will serve as a first point-of-contact for current and former employees’ questions on HR processes, transactions and provide high-quality, timely, and professional customer service. In addition, maintain basic knowledge of HR policies and processes to answer customers’ questions by phone and through the HR ticketing system. In this role, you will provide support and educate employees in the use of company online and self-service applications.
The successful candidate will successfully support the administrative process of all HR related actions while maintaining the highest level of customer service. They will be able to demonstrate their ability to handle confidential and sensitive information with discretion. They will thrive and contribute to the team in a positive and professional manner, and always display exemplary customer service skills.
The role is classified as hybrid (0-3 days per week in office), working primarily from your home office and Concord office as business needs require. The position will eventually relocate to our new Oakland General Office near Lake Merritt in Oakland, CA in 2023.
Job Responsibilities Handle incoming electronic requests and calls to the HRSC, as it relates to SAP Organizational Change Requests (OCRs) and Personnel Change Requests (PCRs), Rewards Connect, Performance Management, HR programs and the basic use of HR tools. May be asked to assist other members on the team with more complex work before routing to a Senior. Refers employees to third-party administrators as appropriate and escalates questions to more senior department members, as appropriate. Providing guidance to leaders and their delegates as they navigate through the self-service tools provided on the PG&E@WorkForMe portal. Process HR transactions in SAP such as timekeeping change requests, position moves, uploading documents to employee’s record, employee name changes, not limited to other requests that are processed by the HRSC. Performs research for issue resolution which can include teaming with more senior department members, as necessary. Utilizes reference materials, online resources and knowledge databases to research and track issues. May include multiple conversations with employees to gain clarity and gain understanding. Problem solves to recognize process improvement opportunities.
Qualifications
Minimum: High School Diploma or GED equivalent required 2 years of related human resource experience
Desired Excellent active listening skills, excellent oral and written communication skills 2 years of Customer Service experience preferably in a call center environment
Experience in SAP HCM – OM (Organization Management) PA (Personal Administration) modules
Exposure to Labor Relations (CBA, LOA, etc.)
Understanding of CA Labor Laws
Experience in the use of databases, spreadsheets, SAP working knowledge
Demonstrated ability to work well with others
Demonstrated skills in multi-tasking and managing multiple tasks
Self-directed, with the ability to anticipate and identify urgent needs.
Exceptional attention to detail and deadlines
