HR Service Center Representative

Description

First line of contact for company employees, dependents, potential new hires, pension participants and retirees addressing a variety of questions/needs. Use strong interpersonal skills to handle/document multiple tasks and systems simultaneously. Make quick, accurate decisions using systems, FAQs and independent judgement to resolve/escalate customer issues. Responsible for meeting performance targets. Must use discretion, demonstrate integrity and maintain employee confidentiality.

• Primarily responsible for accurately responding to inquiries and requests about employee benefit programs, human resources policies, employment applications, payroll, and network access/password issues through calls, email, mail, and fax. Provide positive customer service with effective verbal and written communication skills.
• Analyze employees' needs, aiming to provide first call resolution, and exercise good judgement before referring to other tiers or departments and online resources.
• Maintain proactive contact with customers to ensure awareness of status until resolution. Perform outbound calls to employees during special projects to ensure awareness. Accurately document, route and escalate issue tickets.
• Thouroughly review returned applications for retirement, change in status, education assistance, etc. and follow up with applicant to complete or collect missing information before sending on for final processing.
• Perform Leave Management Intake calls, thoroughly informing the employee of process and expectations.
• Assist Tier II teams with day-to-day tasks pertaining to Benefits, Retirement, Verification of Employment, Leave Management, etc. Support and back up other team members in their daily activities. Support and sustain positive work environment that fosters team performance through own work and behavior.
• Perform data look up and entry in various HR administration systems (Tickets, SAP, SuccessFactors, etc.).
• Perform peer audits of data entry tasks to ensure accuracy. Track and provide immediate feedback to peers for correction. Update supervisor/manager of trends.
• Make recommendations for process improvements and draft change documentation.
• Project work as determined by supervisor to support other team's projects, company initiatives, etc.
• Perform other duties as requested.

Qualifications

Minimum Requirements:

• One (1) year of experience as a customer service representative in a service center or similar position
• Working knowledge of Microsoft Office Word, email, spreadsheet and presentation applications
• Excellent customer service skills
• Strong verbal and written communication skills
• Ability to demonstrate empathy and build rapport with customers
• Demonstrated ability to make quick and accurate decisions
• Ability to identify and communicate opportunities for process improvement
• Skilled in collaborative work efforts within a team environment
• Strong organizational skills and detailed oriented
• Skilled in general computer and phone technology/applications
• Ability to solve simple and moderately complex problems
• Ability to quickly learn new technology applications
• Ability to multi-task using multiple applicaitons and technologies

Preferred Qualifications:

• High school diploma or equivalent
• Bachelor's degree in Human Resources, or related discipline and one (1) year experience in Human Resources
• Experience in an HR Shared Services environment
• Knowledge of general service center operations and inquiry management processes in high volume service center environment
• Knowledge of general HR functions, processes and operations
• Proficient in use of SAP and Microsoft Office
• Bilingual in English/Spanish
• Experience with benefit plans, pension plans, leave management
• Experience with SuccessFactors, Business Objects, SharePoint
• Familiar with HIPAA regulations

Criteria/Conditions:

• Position is in a busy, non-smoking office located in Phoenix, AZ. Location requires mobility in an office environment; each floor is accessible by an elevator and internal staircase.
• Freeport-McMoRan promotes a drug/alcohol-free work environment through the use of mandatory pre-employment drug testing and on-going random drug testing as allowed by applicable state laws.