Job Description

ESC’s premier healthcare client is seeking a HR Records Specialist to join their organization. This role will work onsite in Charlotte, NC. The role works Monday-Friday 8am-430pm and will be responsible for providing consistent, high quality customer care and service excellence to our customer base.

Major Responsibilities:

• Responds to escalated inquiries into the Human Resources Service Center via telephone, website, or email utilizing all available tools and resources.
• Utilizes procedures, policies, ERP, and other reference materials to assist in answering team member and manager inquiries and resolving issues.
• Documents incoming calls using a case management tool to resolve issues within identified service level agreements.
• Proactively escalates issues to Tier II and COE teams and HRIS team on the customer's behalf to ensure the service levels are met.
• Upholds service level agreement metrics regarding commitments to problem resolution time frames.
• Abides by quality guidelines when handling customer calls.
• Performs administrative, transactional and data/records management activities in support of Human Resources.
• Provides assistance on navigating internal resources on self-service and Human Resources technology tools.
• Stays abreast of changes to policies and practices in order to contribute to the timeliness of resolution.

Qualifications:

• Associate’s degree (or equivalent knowledge)
• 2 years of experience in human resources or 5 years in customer service
• Must have experience with Workday HCM or other type of HCM
• Must have experience scanning/working with files
• Ability to communicate effectively over the phone and in writing with all levels within the organization demonstrating a high level of integrity, ethics and customer service.
• Ability to work effectively in high-pressure situations that require sound decision making and may involve confidential or sensitive matters.
• Demonstrated knowledge and understanding of Human Resources functions within an organization
• Strong computer skills, including Microsoft Office, human capital management systems, case management and knowledge management tools.

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