HR SERVICE DELIVERY SPECIALIST I

Position: HR Service Delivery Specialist 1 (Working title: HR Service Delivery Coordinator)

Department: HR Employee Service Delivery 

Shift: 8am-5pm

Status: Full-time/ 80 hours per pay period

Facility: Premier System Support/ Hybrid 

As a vital member of our Caregiver Experience Center team, you will be the first point of contact for employees and managers seeking assistance with HR-related inquiries, ensuring exceptional service delivery and support. In this role you will research issues to diagnose and resolve employee issues related to a variety of HR functions such as onboarding, new hire orientation, verification of employment, employee data change requests (e.g. name, address, position changes), benefit and compensation inquiries, wellness programs, tuition assistance, HR technology navigation, employee relations and other HR-related matters, and escalating complex issues to appropriate parties as needed, while adhering to Service Level Agreements (SLAs) and supporting Key Performance Indicators (KPIs) tracking as requested.
 

The Caregiver Experience Center Specialist I will utilize various communication channels, including phone calls, case management software, and web chat, to ensure timely and effective support. In this role, the specialist will assist managers and caregivers with urgent and time-sensitive tasks. The specialist will respond to and resolve tier 1 inquiries from various stakeholders, including caregivers, managers, retirees, and third parties by accurately documenting employee interactions and issue resolutions in the HR Service Now platform or designated HRIS (Human Resources Information System), maintaining thorough and organized records for future reference. The incumbents in this position must adapt quickly in a constantly changing environment to provide up-to-date and correct information to employees across a wide variety of functions and locations. Effective communication skills are essential when engaging with HR business partners, specialists, and other departments to address employee needs and ensure seamless resolution of inquiries. The position contributes to the effective delivery of HR administrative services such as ordering supplies, assisting with HR employee file maintenance, compliance document audits, and tracking. 
 

It is the expectation that employee inquiries will be answered through a one call – one case resolution and that our Caregiver Experience Center Specialists respond promptly and professionally to employee inquiries via phone, email, and other communication channels. 
Additionally, this position may on occasion support the HR division with ongoing and special projects such as recognition and service award programs, HR Service Now upgrade testing 
 

Additionally, with some frequency, the incumbent will be responsible for ad hoc reports related to a variety of employment related activities. They will also be responsible for processing sign-on bonuses to payroll. On a regular basis the incumbent in this role collaborates with HR Business Partners, Talent Acquisition, Total Rewards, and other HR functional areas to address employee concerns and ensure seamless HR operations. Reviews processes and creates standard operating procedure documents as appropriate.
 

Minimum Level of Education Required: High School completion / GED

Preferred educational qualifications: Associates or bachelor’s degree in human resources, Business, or related area

Licensure/Certification/Registration: PHR or SHRM-CP Certification (preferred)

Minimum Level of Experience Required: 1 - 3 years of job-related experience

Preferred experience: Previous experience in a customer service or HR support role preferred. 

Knowledge/Skills:

• Demonstrated proficiency with MS Office (PowerPoint, Word, Excel) required
• Strong organizational skills
• Effective oral and written communication skills
• Must display tact and diplomacy, as well as professionalism
• Maintain a high degree of confidentiality
• Ability to prioritize tasks and to delegate them when appropriate
• Excellent time management skills with a proven ability to meet deadlines
• Must stay abreast of key organizational HR policies and procedures
• Proficiency with or ability to quickly learn the organization's technology and HRIS systems
• Strong commitment to providing excellent customer service and issue resolution
• Ability to critically think 
• Ability to troubleshoot
• Dealing with ambiguity
• Capacity to function well in a high-paced environment
• Consistency and commitment to the approved CEC customer response expectations and service standards