Service Center Specialist II

Summary:
The Service Center Specialist II provides Human Resources (HR) support, consultation, and guidance on HR policies, procedures, and all systems to active, retired, or former employees, leaders of all company levels, and other division/enterprise departments. The goal is to provide full-service case management HR solutions exercising a high degree of judgment and resourcefulness. The Service Center Specialist II will utilize expert knowledge of HR policies, processes, resources, and technologies to offer guided solutions primarily in the areas of general HR inquiries, benefits, payroll, timekeeping, and leaves with the highest levels of customer service and confidentiality.
The Service Center Specialist II participates as a member of the Employee Service Center within the People Solutions team to effectively meet quality outcomes and service level agreements; and maintains a high level of confidentiality with an expert understanding of privacy laws and requirements.
This role is 9 am - 6 pm Eastern Standard Time Monday-Friday
Essential Responsibilities:

• Act as primary support for all employees and managers at all levels of the company to triage, guide, and give solutions to their inquiries regarding all aspects of HR including, but not limited to benefits, payroll, leaves of absence, HR policies, processes, programs, and technologies.
• Interpret and communicate HR policies and procedures, both verbally and in writing through all communication channels including telephone, chat, written inquiries, e-mail or other technological interfaces.
• Utilize case management and knowledge application to track, research, and resolve each inquiry to provide end to end guidance as a holistic approach to the request in a proactive and effective manner.
• Achieve and maintain expertise to navigate and/or accurately record information as appropriate within several business systems such as HR data management, employee information repository, case management tracking, and time entry. Maintain proficiency in Microsoft based PC applications to perform job functions.
• Research information and contact caller for follow-up as required. Research will involve consulting with multiple resources, team members, online systems, databases, review of historical documents and consultants.
• Utilize computer sharing tools and facilitate support/training sessions with employees and managers to triage issues and teach all CCI and Enterprise Self-Service Tool offerings.
• Organize and manage field communications through the concept design, creation, and delivery of timely and accurate presentations to facilitate employee and manager training in HR policies, procedures, and systems.
• Complete transactions and tasks specific to client needs ensuring all Service Level Agreement mandates and timeframes are met and as established by department leadership and guidelines.
• Develop and maintain all necessary supporting documentation as it pertains to HR processes and policies
• Acts as a liaison with 3rd level support teams within CCI and CEI such as the CSC and HRTS Teams to ensure escalations are managed and completed in a timely and accurate manner. Provides recommendations to update, transform and enhance business processes, procedures, and technologies.
• Manage client expectations and strengthen client relationships while maintaining the highest level of confidentiality to ensure client privacy and client information is protected.

Minimum Qualifications:

• High School diploma/GED with 3 years of experience in a related Human Resources field; OR 5 years of equivalent experience in lieu of a diploma or certification
• Strong knowledge of Workday, ServiceNow, or similar HRIS and ticketing systems
• Proficient use of Microsoft Office (Excel, Word, Outlook, and PowerPoint).
• Excellent communication, interpersonal, and collaboration skills
• Strong customer service orientation with a professional, solutions-focused approach
• Highly organized with the ability to prioritize tasks and meet deadlines in a structured environment
• Dependable and punctual, with consistent, reliable attendance

Preferred Qualifications:

• Associate degree in Information Technology, Business, Human Resources, or equivalent work experience
• 3+ years of experience in a multi-channel customer service or call center environment
• 1-3 years of experience in Human Resources, Benefits, Leave Administration, and/or Payroll
• Proficiency with Workday, ServiceNow, and Microsoft Office (Outlook, Word, Excel)
• Strong critical thinking and problem-solving skills with a creative, solution-oriented mindset
• Highly organized, detail-oriented, and able to manage competing priorities in a fast-paced environment
• Effective communicator with strong interpersonal skills and the ability to collaborate with senior leadership and cross-functional teams
• Demonstrated ability to handle sensitive and confidential information with professionalism
• Self-starter with flexibility to support varying project needs and contribute in a team environment
• Sound decision-making skills aligned with company values and best practices

USD 19.57 - 29.38 per hour
Compensation:
Hourly base pay rate is $19.57 - $29.38/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.
Benefits:
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.