Job Description

HR Service Center Representative I - IN



Exp: 2+ yrs



Key Responsibilities • Responds to employee questions and inquiries about employee benefit programs and human resources policies.
• Provides answers to questions in the areas of disability, health, and life benefits, paid time off, retirement plans, policies, and practices.
• Provides navigational assistance and troubleshooting for HR tools.
• Engages with Rackers and spouses via phone, email, and walk up discussions.
• Prepares appropriate documentation and processes necessary paperwork.
• Performs data entry. Investigates and resolves moderate to complex problems.
• Escalates issues through the appropriate channels.
• Ensures interactions are well-documented with clear and concise notes of the issue or request. Identify, analyze and resolve HR hardware and software problems for application issues or isolated issues requiring technical support.
• Reviews processes and provides feedback.
• Fields general questions not related to Human Resources and answers or directs the customer to the appropriate resource.
• Recognizes patterns and repeat questions and documents answers.
• Maintains internal resource lists and points of contact for resolution of questions or issues.

Knowledge • Intermediate knowledge of commonly used terms, concepts, practices and procedures within the HR field
• Intermediate knowledge of applicable federal and state employment regulations
• Intermediate knowledge of Rackspace business and corporate organization or ability to learn on the job

Skills • Strong verbal communications skills
• Intermediate writing skills
• Ability to maintain confidentiality of personal and business information
• Detail oriented with a commitment to fanatical customer service

Education • Bachelor's degree from an accredited institution.



Experience
• 2+ years or relevant experience with a Bachelor's degree
• Customer service, administrative, and/or Human Resources support experience
• Experience equivalent to the HR Service Center Representative, working experience on ticketing tool