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HR Customer Support Consultant - Level 1 in Philadelphia, PA at Johnson Service Group

Date Posted: 1/11/2019

Job Snapshot

Job Description

JobID: 370183

We have an immediate contract opening for an HR Customer Service Representative in South Philadelphia at the Navy Yard near the sports complex. This position is approved for 7 months with a possibility of being extended up to 18 months.

Pay Rate: $29.95

The HR Customer Support Consultant is responsible for providing end-to-end ownership & ensure resolution in a wide range of employee and manager inquiries and requests that come into the Tier 1 team. The cases will range from simple to complex and many will require the HR Customer Support Consultant working with other members of the Tier 1 group or other HR Operations partners to reach resolution. The HR Customer Support Consultant will engage employee or manager and will seek to understand the scope of the inquiry or request. The job holder will either proceed to providing resolution or will conduct further research and proactive management on behalf of the customer of required interactions with other HR teams prior to providing resolution. All cases will be logged into the case management tool to ensure ability to track the status and progress of all inquiries.

Key Responsibilities:

Provide end to end customer support for employees and managers reaching out to HR Operations via phone, live chat or web submit. Provide appropriate and accurate information to employees and managers regarding HR programs, services and policies. Create case in case management system and act as the central contact for the employee or manager, ensuring they are kept up to date with regular updates and follow up for closure. Obtain and evaluate information from callers, make recommendations and implement appropriate actions. Proactively question employees to identify information to detect trends of common concern that need to be addressed company-wide. Uses knowledge management tools effectively to ensure accuracy of information and stays abreast of changes in knowledge management content. Possesses deep knowledge of Workday and HR processes, and an understanding of the downstream impact of transactions to benefits, pay, and other areas (Workday experience) Assist employees with navigation of web tools, including self-service Work closely with HR Workforce Analysts to ensure all procedures are followed and with other HR Service Providers & HR Partners

Preferred Level of Education: Bachelor’s Degree or equivalent experience Area of Specialization HR or Business

Other Job-Related Skills/Background.

Excellent and high level of expertise in standard MS Office software (word, excel, PowerPoint). Excellent written communication (language and grammar). Must work well, both independently and with a team. Ability to work in a fast paced, rapidly changing environment. Able to handle multiple tasks and assignments simultaneously while maintaining customer communication. Knowledge and understanding of HR processes and procedures. Customer Service background. High level of integrity and ability to maintain confidentiality of information. Ability to understand root cause of issues and effectively problem solve. Able to present information to customers clearly and concisely and respond to challenging problems. Strong analytical skills and sound knowledge of reporting tools. Excellent time management, planning and organizational skills and ability to work to tight deadlines. Familiar with case management and the use of the intranet for information searching

Our client is a world leading Pharmaceutical Company. Johnson Service Group has been named one of the largest staffing companies in the United States by the Staffing Industry Analysts.

If you have any questions, please contact me: Steve Harwan @ sharwan@jsginc.com