Provides tier-one HR help desk support to employees by investigating and resolving inquiries about policies, procedures, employee relations, system access, and other HR issues. Documents interactions, tracks requests, enters data, maintains records, and uses multiple systems to research and communicate accurate responses. The role also identifies recurring customer concerns and supports process improvements, requiring strong communication, organization, customer service, problem-solving, and computer skills.
The HR Help Desk Representative will be responsible for helping optimize the operation of the Human Resources (HR) department to ensure effective customer service for employees. The HR Help Desk Representative will answer inquiries, research and provide information, detail employee inquiries, enter data into HR systems, and maintain records and files. Additionally, this position contributes to the continuous improvement and process optimization of the HR department, sharing common customer issues and concerns to drive better support outcomes. The successful candidate should have excellent telephone and customer service skills, strong organizational skills, great attention to detail, and the ability to anticipate the questions and needs of customers.
Responsibilities
- Work with HR Operations and Technology to investigate, answer, and resolve tier 1 customer inquiries.
- Assist employees with inquiries related to employee relations, policy and procedure, system access, and other issues.
- Utilize multiple computer applications and programs to formulate responses and provide information.
- Receive requests from employees and generate questions to ensure complete and accurate understanding of the inquiry.
- Compile and analyze information obtained and respond to employee inquiries.
- Document all customer interaction in the tracking systems.
- Record, track, and monitor inquiries to ensure customer needs are being met.
- Assist in additional projects related to customer services and data entry as needed.
Qualifications
- High school diploma or equivalent
- 1-3 years of contact center, customer service, help desk, or related experience
- Ability to work successfully in a team environment
- Strong interpersonal, customer service, organizational, and problem-solving skills
- Ability to learn new systems quickly
- Proficient computer skills including Microsoft Office Suite
- Previous experience working with Human Resources systems
- Knowledge of Human Resources principles and best practices
- The ability to type a minimum of 30 words per minute
- Exceptional written and verbal communication skills
- Professional telephone etiquette.
InVision Boston, Massachusetts, USA Office
Boston, United States
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