Employee Service Desk Representative
Job Summary
The Employee Service Desk Representative is a frontline responder providing timely and accurate support for employees, managers, and HR Partners. This role resolves a wide array of HR-related inquiries using strong knowledge of HR processes and technology systems. If you excel in customer service, enjoy problem-solving, and have a passion for HR operations, we want to hear from you!
Responsibilities
- Serve as a primary point of contact for employee related inquiries, questions, and case resolution via phone, email, and ServiceNow with high levels of customer service.
- Diagnose, triage, and resolve common HR inquiries related to payroll, benefits, leave of absence, Workday transactions, and policy clarifications.
- Document case details thoroughly within ServiceNow ensuring information accuracy and compliance with company standards.
- Utilize Workday to verify employee data, update records, and guide users through system functionality.
- Ensure adherence to all confidentiality and compliance requirements when handling sensitive employee information.
- Manage incoming USPS mail by organizing, creating cases in ServiceNow, and resolving or escalating as needed.
- Escalate complex or unresolved issues appropriately per service delivery matrix or specialized teams.
- Contribute to the development of training materials, FAQs, and user guides to enhance team knowledge.
Qualifications
- Relevant work experience in HR-support, customer service, or call center roles within a large enterprise environment.
- Familiarity with call center technology, case management systems, and basic computer skills with an ability to quickly learn new HR technologies.
- Strong verbal and written communication skills with a customer-focused mindset.
- Professionalism and discretion in handling confidential and sensitive employee information.
- Detail-oriented and organized with the ability to handle multiple tasks in a fast-paced team environment.
- Ability to work independently, leveraging tools and resources to complete established procedures and work collaboratively.
- High School diploma or equivalent required.
Preferred Qualifications
- Bachelor’s degree in Human Resources, Business Administration, or a related field.
- Previous experience supporting HR operations or employee services in a large, multi-state or multinational organization.
- Advanced proficiency with HR technology platforms such as Five9, ServiceNow, and Workday.
- Basic understanding of employment laws, HR policies, and compliance requirements relevant to a large workforce.
- Bilingual skills, particularly Spanish
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GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.