HR Customer Service Representative

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Responsible for being the first point of contact for employees calling into the Employee Contact Center with HR-related questions or issues. This position quickly analyzes information from employees and uses system resources to provide accurate and efficient direction or resolution, or engage appropriate escalation resources for assistance. This role specializes in various areas of HR support, such as payroll, benefits, and employee data management. In addition, this position evaluates and resolves issues of moderate complexity while maintaining the highest level of confidentiality. This role utilizes system tools to maximize efficiency and accuracy.

Serves as a subject matter expert for employee and manager inquiries in assigned functional areas. Supports a high volume of inbound customer inquiries and requests, demonstrating exceptional customer service and problem resolution. Applies documented procedures, policies, and practices to accurately research and respond to calls and cases received. Utilizes sound judgment to make appropriate determinations on resolutions needed. Utilizes tools and resources to perform responsibilities accurately and efficiently. Escalates requests and issues outside of process or scope to HR Specialist and/or Supervisor. Maintains appropriate documentation in case notes on completed discussions. Maintains understanding and knowledge of organizational HR policies related to functional areas. Maintains current knowledge of federal, state, and local employment laws related to functional areas. Maintains in-depth knowledge of company-specific policies and practices and high-level knowledge of cross-functional impacts. Documents transaction and case status to properly indicate the stage of completion. Produces and maintains functional records and reports. Other duties as assigned.

• Monday 8:00AM-3:30 PM, Wednesday and Thursday 9:30AM-4:30PM
  

• Web navigational & computer skills [Required]
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) [Required]
• Ability to work in a fast-paced environment and easily adapt to fluctuating workloads and customer needs [Required]
• Knowledge and understanding of functional area of support, including common state and federal regulations [Required]
• Ability to research and analyze information and make sound decisions [Required]
• Skilled in understanding and applying applicable rules, regulations, policies, and procedures [Required]
• Superior written and verbal communication skills [Required]
• Skilled in providing quality customer service, including the ability to listen and understand information being presented, as well as the ability to deescalate issues and resolve complaints [Required]
• Ability to collaborate and work with a diverse group of people to meet goals and objectives [Required]
• Strong organizational skills, including the ability to prioritize and manage multiple projects while adhering to service-level agreements and other tight deadlines [Required]
• Ability to type 50 or more words per minute with excellent spelling, punctuation, and grammar [Required]
• Knowledge of Human Capital Management and/or Customer Relationship Management software (PeopleSoft preferred) [Preferred]

• High School Grad or Equiv [Required]
• Associates [Preferred]

• 2+ years of experience in human resources, contact center or customer service environment [Required] 
• Experience in a shared services model supporting a large employer on Workday [Preferred] 

• Professional in Human Resources (PHR) [Preferred]
• SHRM Certified Professional (SHRM-CP) [Preferred]

Certain positions are subject to Florida Level 2 background screening, including fingerprinting, as required by state law.

Applicants may review general information about Florida’s background screening requirements at the Florida Care Provider Background Screening Clearinghouse:
https://info.flclearinghouse.com/

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.