Employee Experience Specialist

About the Opportunity

The HR Employee Experience & Customer Service Specialist position is responsible for providing comprehensive HR support, customer service, and applying exemplary cross-informing skills. These skills will be applied continuously in serving Driscoll’s employees (our customers) at all levels, who contact US Global People Services through a variety of communication channels including phone, e-mail, and the employee self-service portal (Dovetail). In this role, the HR Customer Service Specialist will provide the first
and often, the most lasting impression of Driscoll’s US Global People Services and therefore must represent our ideals for acting with the highest standards for service, professionalism, accuracy, and efficiency as well as an appropriate sense of urgency. This position serves as a primary contact and is responsible for receiving and providing resolution to tier 1 thru 2 level HR inquiries and transactions. This involves responding to employee and manager questions or issues related to HR policies, procedures, benefits, Workday transaction support, support of other HR platforms, program execution, and other
employee facing inquiries. The role will partner closely with other core functions of Human Resources, managing the escalation path of inquiries to other core Human Resources Functional areas; predominately the HR Business Advisory
Group or Specialist functions of BU Human Resources as required.

 Responsibilities

• Responsible for providing HR specific customer/employee support through resolution (benefits, safety, compensation); ensuring compliance with applicable policies, procedures, and program executional support
• Receive and respond to HR services, technology and reporting inquiries and requests with timely, accurate, and professional responses while managing multiple contact channels and continually prioritizing among static (email) and dynamic (inbound calls or in-person) workflows
• Manage case escalation
• Apply critical decision-making regarding case inquiry escalation and resolution
• Determine best practices for continuous improvement, efficiencies, and utilization of the HR Service Solutions platform
• Share in the development and deployment of knowledge articles and content management
• Complete external employee verification document fulfilment
• Employee record and file management; review and approval employee transactions in Workday (employee movement, personal data changes, work data changes, and compensation changes)
• Manage new hire orientation and off-boarding processes
• Create customer value by identifying linkages between specific customer requests and inquiries and available benefits, programs, and services by cross-informing within Driscoll’s Human Resources functions
• Provide accurate and timely data, metrics, and reports as requested by Managers (their direct manager and the customers who are managers)
• Improve delivery of HR information through effective use of technology and HR platforms; ensure data integrity of systems

Candidate Profile

Requirements

• In-depth knowledge of HR operational services, and intermediate knowledge of other HR disciplines

• In-depth knowledge of core HR practices, policies, and procedures

• Resolute in handling confidential/sensitive information

• Exceptional customer service focus, including attention to providing quality results with demonstrated ability to prioritize multiple tasks and manage work time efficiently

• Bilingual English/Spanish communication skills

• Bachelor’s degree (or commensurate experience may be considered)

Candidates must be comfortable working in an environment with a high degree of personal accountability as measured by a set of functional and team productivity, quality, and efficiency metrics

Compensation & Benefits:
The following information is provided in good faith as a general description of the salary range and benefits for the position posted. The actual compensation offered to the successful candidate is dependent upon experience, skills, education, work location, internal pay equity, and other objective job-related factors.

Salary Range estimated for the Employee Experience Specialist: $56,900.00 to $73,000.00 USD.

Driscoll’s is committed to a culture of care and offers an attractive benefits package that includes comprehensive medical, dental, and vision coverage, life insurance, and disability coverage for positions working more than 30 hours per week. Other benefits include: 401(k) with employer match, profit-sharing participation, paid sick time, paid vacation, paid personal and family care leave, and a free Employee Assistance Program (EAP). More detailed information regarding the benefits package, will be shared during the application process.