As an employee support specialist (HResponse Associate), you will be the first point of contact for team members seeking HR-related information and support. You will provide accurate, consistent, and timely responses to inquiries, ensuring a positive and professional experience for all team members.

• HR Support
  • Serve as the first point of contact for team members, dependents, former employees, and managers.
  • Receive and respond to inquiries via email and phone, documenting and tracking them in the case management system.
  • Provide accurate and timely information, escalating issues as needed.
  • Conduct detailed research to resolve employee issues.
• Process Improvement
  • Collaborate with others to improve customer service and identify opportunities for process improvement.
  • Recognize consistent issues and escalate them to management for resolution.
  • Educate employees and managers on available resources and encourage self-service.
• Knowledge Management
  • Create, update, and edit knowledge articles to ensure accuracy and consistency.
  • Perform outreach to team members as part of HR programs or initiatives.

• High School Diploma or GED.
• 1-3 years of human resources and/or call center experience.
• Associate's or Bachelor's degree in human resources or a related field preferred.
• Experience using case management systems preferred.
• Prior experience with benefits, compensation, and/or talent acquisition preferred.
• Knowledge of HR principles and processes.
• Knowledge of HR technologies, including HCM and case management systems.
• Excellent communication skills and ability to build trust with employees.
• Strong computer skills, including proficiency in Microsoft Office products.
• Ability to listen actively and respond empathetically to employee inquiries.
• Ability to provide exceptional customer service in every interaction.
• Ability to prioritize and escalate issues effectively.
• Ability to work with employees and leadership at all levels.
• Ability to handle sensitive information with confidentiality.