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. Provides hands on computer support for Team Members at Services Centers and shares company resources and information regarding third-party vendors.

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 face-to-face, via telephone, via chat and/or by e-mail. Will provide for timely resolution of issues through knowledge, research, procedures, policy manuals, standards of practice, problem solving, system assistance (UKG, SuccessFactors, ETDS, TeamUDX, TNP, applause, etc.) and other reference materials while ensuring an an experience aligned with 'The Universal Way'for those TMs being served while maintaining confidentiality.
• Document Team Member interactions to include all inquiries and issues in current case management system. Ensure cases are categorized appropriately, logged in a timely manner while adhering to KPIs set and tracking business trends. Escalate cases that require review from department subject matter experts or require leadership assistance.
• Must 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. Provides information for Team Members to handle concerns directly with third party vendors/outsourced providers (EdAssist, Fidelity, etc.)
• Provides hands on assist with Teams Members on all company platforms, troubleshoot access errors, and guides on proper usage. Assists with Team Member requests for Custom Reward Redemption, Pay card collection and maintains the appearance of the Service Center by keeping informational material current and stocked and maintains the cleanliness of the room.
• 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. Assists Leadership team with area SOP review, process improvements for the Service Center that will help support our Team Members and resources available. Takes ownership of assigned programs and responsibilities, ensuring timely execution, quality outcomes, and alignment with organizational goals.
• 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;
• or equivalent professional experience is required.

EXPERIENCE:

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

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

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

Universal Orlando Resort. Here you can.

Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & © 2025 Universal Studios. All rights reserved. EOE