Employee Service Center Representative - HR Operations

Job Title: Employee Service Center Representative | HR Operations | Sioux Falls

City: Sioux Falls

State: SD

Department *: * HR Operations - Employee Service Center

Job Schedule: Full Time

Shift: Varies

Hours Per Shift: 8 hr

JOB SUMMARY

The Representative of the Employee Service Center will provide effective and efficient responses to inquiries from Sanford employees, candidates, contractors/vendors, retirees, dependents, beneficiaries, etc. regarding Human Resources policies and procedures. Quickly assess the level of complexity of cases and provide resolution or facilitate escalation to Supervisor, Employee Service Center, Tier 2 or Center of Expertise (COEs) as needed. Ensure positive, consistent customer experiences by striving for excellence in understanding specific requests, streamlining service delivery, and identifying next steps. Partner with Human Resources Administration specialists as needed to coordinate on inquiries requiring transaction processing. Promote the usage of self-service to employees as appropriate. Provide end-user support for employees interacting with Human Resources systems including navigational questions, basic system issue resolution (e.g., self-service), and escalation as applicable. Guide customers in the effective use of self-service to submit inquiries, update personal data, manage separations, and research Human Resources policies and procedures. Leverage the knowledge management and case management systems to effectively respond to, document, and monitor inquiries. Highlight opportunities to address common inquiries through existing or new self-service functionalities. Identify opportunities to address common inquiries through improved knowledge management system content and improved case management methodologies. Ensure compliance with all corporate data administration rules, data security standards, as well as Human Resources policies and procedures. Follow all Employee Service Center policies, processes, and guidelines. Ability to deliver high quality customer service consistently in a professional manner. Ability to follow strict policy guidelines. Ability to deal effectively with dis-satisfied customers. Strong communication skills. Ability to deal with ambiguity. Flexibility to accommodate staff scheduling changes. Strong customer service focus. Strong interpersonal and listening skills. Ability to handle multiple customer requests in a timely manner. Attention to detail (particularly with entering data). Ability to follow standard operating procedures and scripts.

POSITION RESPONSIBILITIES

Works with a specific technology used in a customer support call center. Works with large or multiple teams that span functions, issues, locations, and time zones. Easily copes with day-to-day frustrations, adversities and uncertainties. Demonstrates the ability to respond to change. Selects most appropriate communication approach depending on message and audience. Identifies issues and communicates with others when a decision needs to be made. Under guidance, initiates collaborative meetings. Responds to day-to-day operational priorities while still making progress on project work. Coaches others to improve their skills. Utilizes accepted procedures for problem analysis and resolution.

DEPARTMENT DETAILS

QUALIFICATIONS

High School diploma or equivalent required; Bachelor's Degree is preferred.
Minimum of one year experience in providing customer service. Entry level knowledge of general Human Resources transactions. Working knowledge of Human Resources Service center operations. General computer skills including the ability to use the range of Microsoft products (i.e., MS Office, Outlook/Exchange). General organizational and problem solving skills.

About Sanford Health:

At Sanford Health, we are dedicated to the work of health and healing.
Every day, we show that commitment by delivering the highest quality of care to the communities we serve.
We are leaders in health care and strive to provide patients across the region with convenient access to expert medical care, leading-edge technologies and world-class facilities.
In addition to strong clinical care, we are also committed to research, education and community growth.
We engage in medical research to not only discover innovative ways to provide care, but also cures for common diseases.
We continuously seek new ways to achieve our vision of improving the human condition here in your community, across the region and around the world.
The entire team at Sanford Health recognizes the value of healthy families and communities.
We continue to gain momentum and expand our reach. Together, we can make a positive difference now, and in the future.
Sanford is an EEO/AA Employer M/F/Disability/Vet.
If you are an individual with a disability and would like to request an accommodation for help with your online application,
please call 1-877-673-0854 or send an email to talent@sanfordhealth.org .

City: Sioux Falls

State: SD

Job Function: Human Resources

Job Schedule: Full Time

Shift: Varies

Req Number: WD05699