Ensemble Health Partners

HR Service Center Specialist

Ensemble Health Partners

full-time

Posted on:

Origin:  • 🇺🇸 United States

Visit company website
✨ AI Apply
Manual Apply

Salary

💰 $20 per year

Job Level

Junior

Tech Stack

CloudITSM

About the role

  • Tier 1 HR Specialist providing timely, effective, and customer-focused HR issue resolution
  • Respond to associates and management demonstrating 'People First, Last, Always'
  • Maintain strict confidentiality of all work and information
  • Maintain performance against KPIs (Average Handle Time, Average Wait Time, Average Speed of Answer, escalation rates, abandoned calls)
  • Engage others to resolve or escalate issues
  • Assist with development of knowledge articles for HR database
  • Provide support via ticketing platform and/or phone and follow up until resolution
  • Direct associates to additional resources, including documented information and self-service tools
  • Anticipate users’ needs and remove barriers to excellent service
  • Perform work professionally and empathetically with a sense of urgency

Requirements

  • 1-3 years’ customer service, HR service center or contact center experience required
  • Human Resources experience (HR Internship, HR college major and/or HR work experience) highly desirable
  • Excellent verbal, written, interpersonal and customer service skills
  • Strong interpersonal desire to resolve associate issues and roadblocks
  • Experience with HCM systems (Workday is preferred)
  • Experience with case management system/service center technology required
  • Proficiency in MS Office Suite and strong typing skills required
  • Basic understanding of employee benefits, HR policies and procedures, HR compliance and legislation highly desired
  • Excellent organizational skills and attention to detail required
  • Excellent time management skills and deadline orientation required
  • Ability to function well in a fast-paced and sometimes stressful environment required
  • Good problem-solving and critical thinking skills
  • Excellent collaboration skills to work with different levels of business leadership
  • Experience with ITSM systems (Fresh Service preferred)
  • Experience with cloud-based platforms (Five9 and Service NOW)
  • Manages Calls through Five9
  • Proven ability to multitask and prioritize in a high-volume contact center environment
  • Experience using AI tools (e.g., Copilot)