Job Description

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, HR Operations knowledge base, 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 Tier 2 support within various teams
  • 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
  • Maintaining a positive outlook to change
  • Ability to thrive in a collaborative and team-oriented department
  • Uphold our company principles and beliefs

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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