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This is a remote position where the ideal candidate would be located in South Central Pennsylvania or in Northern Maryland, but exceptional candidates located outside of the service area may be considered.
Occasional travel required within WellSpan’s geographic footprint.
Job Description:
Provides superior customer service as the first point of contact to candidates, employees, contingent workers, and former employees via the HR (Human Resources) Service Center, OneHR approach. Answers questions and provides guidance related to Human Resources (HR), Workforce Management (WFM) and Payroll. Fosters teamwork and practices fiscal responsibility through improvement and innovation in expanding the organization’s mission, vision, and values.
Duties and Responsibilities:
Provides superior customer service to all individuals reaching out to the HR Service Center for assistance.
Utilizes Best Practices during every interaction to ensure superior service.
Offers multiple ways individuals can connect for assistance such as phone call, email, chat, other.
Provides timely follow-up to inquiries.
Answers Tier 1 HR, WFM and Payroll related questions coming through the service center.
Provides technical solutions at the end user level for multiple systems.
Provides coaching support to end users for all self-service functionality related to HR, WFM, Payroll solutions.
Utilizes CRM to service our team members expeditiously.
Guides end users through self-service tasks and provides education.
Transfers escalated needs to appropriate functional area in a timely manner.
Provides a warm transfer to ensure the best possible experience for the individual that needs assistance.
Provides service recovery when needed, help identify and resolve concerns.
Supports department projects and participates in work teams as assigned.
Attends all department education sessions and LMS (Learning Management System) required courses. Other duties as assigned.
Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization
policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.
Qualifications:
Minimum Education Associates degree in related field (Other combinations of formal education, training and experience may b considered)
Minimum Experience 2 – 4 years
Physical Demands Mostly sedentary work
Occasionally lifts supplies/equipment
Working Conditions Subject to many interruptions; fluctuations of service request volume; sensitive deadlines
Skills Microsoft Office; attention to detail; conflict resolution skills; communications/interpersonal skills; multi-tasking via different systems continuously; critical thinking skills; mental stamina for a high-volume service center; individual and teamwork skills with agility to fluctuate between both fluidly. HR knowledge preferred. Customer service/call center previous experience.
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