HR Service Center Representative - Junior - LanceSoft Inc
Framingham, MA 01701
About the Job
LanceSoft is hiring an HR Service Center Representative located in Framingham, MA.
Job Summary:
Duration of contract: 06+ months
Expected hours per week: 36 hours per week.
Onsite/Hybrid/Remote: Remote
Job Description:
The HR Service Representative serves as a primary resource for all U.S. and Puerto Rico Associates at all levels contacting HR XPRESS regarding Leaves of Absence. They will provide information regarding Company specific HR policies and/or procedures, while complying with company, State, and Federal guidelines. Inquiries and processing include, but are not limited to, time off needed for medical or personal reasons, pay during a leave including coordination with state disability and family leave, and potential job protection. This role will develop a working knowledge of HR policies and procedures through administrative processing and responding to phone inquiries, which are documented in the case management system.
• Responds to inquiries including, but not limited to, HR policies and procedures, and leaves of absence through multiple modes of contacts (phones, emails, dashboard reports).
• Ensure all Associate interactions are conducted in a professional and confidential manner while exhibiting an excellent level of customer service and empathy.
• Assists Associates and Managers navigate the leave of absence process.
• Document summary details of calls and processing in case management system (Service Now).
• Escalates/partners on complex issues as required.
• Complies with all company, state, city, and federal regulations including FMLA, state disability, family leave, ERISA and legislative Sick Policies.
• Utilizes policies, procedures, and internal resource materials to develop knowledge of all subjects handled by HR Shared Services.
• Cross-trains to support business needs.
• Performs accurate and timely administration of unpaid medical leaves and non-FMLA personal leaves, using dashboard reports to capture workload.
• Performs special projects as assigned.
• Primary contact for HR Regional Office and Distribution Center HR administrators.
Requirement:
• High School Diploma or equivalent experience
• Bachelors preferred
• 1-2 years of related experience preferred
• Must be comfortable taking a high volume of incoming phone calls while simultaneously documenting summary of conversation
• Ability to multi-task and work in a fast-paced environment
• Strong communication, organizational and interpersonal skills
• Exceptional customer service and follow-through skills
• Expresses empathy during difficult situations
• Ability to maintain confidentiality and apply privacy requirements.
• Proficient in Microsoft Office (specifically Excel, Word, and Outlook)
• Knowledge of HR policies, procedures, and systems
• Experience with handling difficult callers/situations
• Experience working on a team, and remaining flexible
• Knowledge retention and recall
• Self-sufficient utilization of resources
• Ability to work under pressure
Job Summary:
Duration of contract: 06+ months
Expected hours per week: 36 hours per week.
Onsite/Hybrid/Remote: Remote
Job Description:
The HR Service Representative serves as a primary resource for all U.S. and Puerto Rico Associates at all levels contacting HR XPRESS regarding Leaves of Absence. They will provide information regarding Company specific HR policies and/or procedures, while complying with company, State, and Federal guidelines. Inquiries and processing include, but are not limited to, time off needed for medical or personal reasons, pay during a leave including coordination with state disability and family leave, and potential job protection. This role will develop a working knowledge of HR policies and procedures through administrative processing and responding to phone inquiries, which are documented in the case management system.
• Responds to inquiries including, but not limited to, HR policies and procedures, and leaves of absence through multiple modes of contacts (phones, emails, dashboard reports).
• Ensure all Associate interactions are conducted in a professional and confidential manner while exhibiting an excellent level of customer service and empathy.
• Assists Associates and Managers navigate the leave of absence process.
• Document summary details of calls and processing in case management system (Service Now).
• Escalates/partners on complex issues as required.
• Complies with all company, state, city, and federal regulations including FMLA, state disability, family leave, ERISA and legislative Sick Policies.
• Utilizes policies, procedures, and internal resource materials to develop knowledge of all subjects handled by HR Shared Services.
• Cross-trains to support business needs.
• Performs accurate and timely administration of unpaid medical leaves and non-FMLA personal leaves, using dashboard reports to capture workload.
• Performs special projects as assigned.
• Primary contact for HR Regional Office and Distribution Center HR administrators.
Requirement:
• High School Diploma or equivalent experience
• Bachelors preferred
• 1-2 years of related experience preferred
• Must be comfortable taking a high volume of incoming phone calls while simultaneously documenting summary of conversation
• Ability to multi-task and work in a fast-paced environment
• Strong communication, organizational and interpersonal skills
• Exceptional customer service and follow-through skills
• Expresses empathy during difficult situations
• Ability to maintain confidentiality and apply privacy requirements.
• Proficient in Microsoft Office (specifically Excel, Word, and Outlook)
• Knowledge of HR policies, procedures, and systems
• Experience with handling difficult callers/situations
• Experience working on a team, and remaining flexible
• Knowledge retention and recall
• Self-sufficient utilization of resources
• Ability to work under pressure
Source : LanceSoft Inc