JOB SUMMARY:

Responsible for providing support to Team Members and management face-to-face, via email, online chat and / or telephone. Assist with inquiries related to Human Resources and related policies, procedures and transactions using HR systems and service center technologies while consistently demonstrating superior customer service skills. Must be knowledgeable in many aspects of Human Resources including policies, benefits, payroll, and regulations that govern Human Resources areas.

MAJOR RESPONSIBILITIES:

• Primary contact for Team Members and managers to receive and respond to inquiries related to Human Resources. Requires professional communication responses that are provided in person, via phone, live chat, or e-mail. Will provide for timely resolution of issues through knowledge, research, procedures, policy manuals, utilization of ESS, standards of practice, problem solving and other reference materials while ensuring an epic service experience for those being served.
• Document Team Member interactions to include all inquiries and issues in service center system (Oracle Service Cloud). Ensure cases are categorized appropriately and logged in a timely manner daily. Escalate cases that require review from department subject matter experts or require supervision assistance. Ability to pull metrics from service center system for reporting and can analyze information to provide suggestions for improvement to leadership.
• Provide input and guidance based upon HR policies and regulations ensuring accurate responses to inquiries. Must also be knowledgeable of many vendor services in order to convey to Team Members when appropriate. Anticipates and responds to inquiries by clarifying desired information – ensuring full understanding of the issues being presented and can provide options for solutions.
• Forwards Team Member inquiries; provides information for Team Member to handle themselves, to third party vendors/outsourced providers. Escalates issues to the appropriate level as needed by routing to appropriate staff and/or office. Uses functional and technical knowledge to provide end-users with general guidance and informal training as needed.
• Reviews knowledge database and alerts leadership team to missing or incorrect information in order to respond to specific questions. Conducts frequent review of knowledge articles, FAQs, policies, and procedures to provide feedback on process improvements to leadership as well as identify steps needed to respond to Team Member questions. Assist with the completion and review of area SOPs.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs other duties as assigned.

EDUCATION:

• Associate or bachelor’s degree is preferred.

EXPERIENCE:

• 1+ year of relevant experience in a Human Resources / customer service environment.
• Or equivalent combination of education and experience.

ADDITIONAL INFORMATION:

• Responsible for all service-related needs of our Team Members in relation to Human Resources content. Is the “go to” person for timely responses. Ability to deliver consistently high-quality customer services in a professional manner with attention to detail. Microsoft Office, Customer Rep Experience, Spreadsheet, Word Processing, Electronic Mail, Excel
• Strong problem-solving and troubleshooting abilities in a fast-paced environment. Acts honestly and professionally. Ability to handle confidential and sensitive information. Can handle conflict resolution. Strong guest relations skills, ability to handle multiple priorities, manage confidential information while displaying a high degree of tact. Passion for exceeding customer expectations and display responsibility by taking ownership of quality service.

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal Orlando Resort. Here you can.

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