HR Customer Srvs Spec-Tier 1

Job ID: J135625
Company: Highmark Health
Location: Pittsburgh, PA, United States
Full/Part Time: Full time
Job Type: Regular
Posted at: Nov 8, 2018

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Description

JOB SUMMARY

This job will respond to inquiries and requests received from customers as well as online submissions.  This job will require a broad knowledge base across HR functional areas as a foundation to deliver timely, professional and courteous responses to all customers on initial inquiries and transaction support and execution.  The incumbent will be the customer-facing representative for HR Services and operations.  It is imperative that the incumbent possess the skills necessary to perform exceptional customer service, while performing transactions with a high degree of quality, accuracy and in a timely manner in accordance with agreed-upon service level agreements.

ESSENTIAL RESPONSIBILITIES

  • Provide courteous, respectful and reliable service to HR customers, including pre-hires, active and former employees and managers, and retirees.
  • Assess and resolve customer inquiries and issues (via phone, email and chat) or escalate to the next level of service within the appropriate functional area as per the service delivery routing structure. Work with high quality and accuracy standards, capturing interactions within case management through case creation, update and closure.
  • Learn and understand HR functional area knowledge and be able to navigate finding and using content within the knowledge base, applying it to resolve inquiries efficiently and accurately.
  • Other duties as assigned or requested.

REQUIRED EDUCATION

Bachelor's Degree- Business, Human Resources or related field

Substitutions (Acceptable substitutions in lieu of a degree 1 ½ years’ experience  = 1 year college)

6 years' of equivalent experience

PREFERRED EDUCATION

Business, Human Resources or related field

EXPERIENCE

Minimum:

  • 2-5 years' of experience with Human Resources, or
  • 2-5 years' of experience in call center/customer service

Preferred:

  • Experience with Workday or any other HR database or platform system

KNOWLEDGE, SKILLS & ABILITIES

  • Knowledge of case management processes
  • Ability to work in a fast-paced environment while delivering quality results
  • Maintain strict confidentiality with regards to work processes and employee information
  • Translate & interpret foreign language (preferred)
  • Excellent customer service skills
  • Strong interpersonal skills to build and retain effective working relationships with customers and team members

PREFERRED LICENSURE

PHR/SPHR or Workday Certification

TRAVEL REQUIREMENT: 0%  - 25%
 

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
EEO is The Law
Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity (http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf)
We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.
For accommodation requests, please call HR Services at 844-242-HR4U or visit HR Services Online at HRServices@highmarkhealth.org

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