HR Service Center Specialist

CAREER OPPORTUNITY OFFERING:  

• Bonus Incentives  
• Paid Certifications  
• Tuition Reimbursement  
• Comprehensive Benefits  
• Career Advancement  
• This position starts at $19.95/hr.  Final compensation is based on experience. 

By embodying our core purpose of customer obsession, new ideas, and driving innovation, and delivering excellence, you will help ensure that every touchpoint is meaningful and contributes to our mission of redefining the possible in healthcare.  

The Tier 1 HR Specialist is responsible for providing timely, effective, and customer-focused HR issue resolution. Provides support by responding to associates and management in a manner which demonstrates that our associates are individuals, not transactions ("People First, Last, Always"). Ensures strict confidentiality of all work and information. Excellent verbal, written, interpersonal and customer service skills are essential to the success of this role. 

Job Competencies:   

Valuing Differences - Works effectively with individuals of diverse cultures, interpersonal styles, abilities, motivations, or backgrounds; seeks out and uses unique abilities, insights, and ideas. Considers the collective. 

Collaboration - Works cooperatively within teams and partners with others, both internally and externally as needed, to achieve success; focuses on the results of the team, not the achievements of one person. It’s “All for One and One for All” 

Accountability - Accepts personal responsibility and/or consequences of failure and successes, delivering on commitments and refocusing effort when needed. Someone who is willing to step up and own it. 

Time Management - Effectively manages personal time and resources to ensure that work is completed efficiently. 

Developing Trust - Gains others’ confidence by acting with integrity and following through on commitments; treats others and their ideas with respect and supports them in the face of challenges. 

Takes Initiative - Takes prompt action to accomplish goals and achieve results beyond what is required; is proactive and pursues relentlessly. 

Job Responsibilities:   

Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations. 

Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation. 

Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results. 

• Performs all work in a professional and empathetic manner with a sense of urgency 
• Maintains performance against established KPI's (Average Handle Time, Average Wait Time, Average Speed of Answer, escalation rates, abandoned calls, etc.), with goal of associate satisfaction through “first contact resolution” 
• Engages others as needed to resolve or escalate issues 
• Assists with development of knowledge articles for HR database 
• Provides support by responding to associates and management via ticketing platform and/or phone 
• Provides follow up and status updates until resolution 
• Directs associates to additional resources, including documented information, reference materials and self-service tools 
• Anticipates users’ needs and removes barriers that hinder providing excellent service 

Other Preferred Knowledge, Skills and Abilities: 

• 1-3 years’ customer service, HR service center or contact center experience required  
• Human Resources experience (HR Internship, HR college major and/or HR work experience) highly desirable  
• Excellent verbal, written, interpersonal and customer service skills  
• Strong interpersonal desire to resolve associate issues and roadblocks, helping them become successful and self-sufficient in our workplace  
• Experience with HCM systems (Workday is preferred) 
• Experience with case management system/service center technology required  
• Proficiency in MS Office Suite of products and strong typing skills required  
• Basic understanding of employee benefits, HR policies and procedures, HR compliance and legislation highly desired  
• Excellent organizational skills and attention to detail required  
• Excellent time management skills and deadline orientation required  
• Ability to function well in a fast-paced and, at times, stressful environment is required  
• Good problem-solving skills; deep critical thinking about complex problems and knowledge of how to leverage resources to create solutions required 
• Excellent collaboration skills required to work with different levels of business leadership, business users and functional teams a must 
• Experience with ITSM systems (Fresh Service is preferred) 
• Experience with cloud-based platforms (Five9 and Service NOW) 
• Manages Calls through Five9, ensuring proper call handling and disposition 
• Proven ability to multitask and prioritize in a high-volume contact center environment 
• Experience using AI tools (e.g., Copilot) to streamline workflows and improve service delivery 

Minimum Education:   

• Associates Degree or Equivalent Experience