Chat Rep - HR Shared Services

Title: Chat Rep - HR Shared Services (DTJP00013545) REMOTE
Duration: 0-6 month(s)
Location: Hopkinton, MA 01748 [Candidates must be able to work onsite.] 
                     
Must be willing to work 12pm-9pm EST schedule in the beginning. This resource can sit fully remote but will abiding by the EST schedule.
 
Notes from PMO:
Candidate can sit fully remote. If they want to work in the office they can as well. 
***Strong customer service background is more important than HR background. Dell HR content is very specific and will be trained. 
***More important to have a service mindset as they’ll be working with internal members helping answer HR questions. Knowledge base docs to help with standard response, articles, links, policy pages, etc. 
***Great entry role into HR for those interested in HR career path.
 
Job Description:
This position has primary responsibility to assist team members, leaders and HR employees with any and all related HR topics and issues via Chat tool relying on knowledge based solutions and predefined processes to answer questions in a busy environment.
 
Accountabilities:
Provides daily operational support for internal client group on record keeping, onboarding, off boarding, internal transfer, employment contract management (country specific), allowance changes and leave tool management. May also support country specific tools and systems. Streamlines and simplifies end-to-end HR operations processes for optimal efficiency and effectiveness. Oversees and manages a wide range of team members’ benefits administration/programs (i.e. medical/social benefits & claims, life and supplementary insurance, pension and allowances) that includes team member consultation as well as addressing business escalations and operational issues. May also oversee and/or provide ongoing support of talent acquisition and learning and development shared services activities. Manages the ongoing relationship with external vendors. Reviews vendors support and practices to ensure compliance with government and company regulations. Establishes continuous improvement process, whereby performance translates directly into correction action plans and resulting improvements. Collaborates across HR functions and payroll to ensure accuracy of team members’ pay items and end-to-end process compliance and improvement. Ensures HR practices/procedures comply with government policy change implementation and local laws, statutory and audit requirements. Provides support to ensure HR/Finance audit compliance on CSA, Business Audit, SOX and local country/city statutory audit. Provides ongoing onsite HR operations support spanning from transactions to management reporting. Provides training to team members and managers on HR systems, policies and processes. Actively leads or participates in global, regional or local HR initiatives. 
 
Main Responsibilities: 
o Assist team members, leaders and HR employees with any and all related HR topics and issues via Chat tool. o Exercise some judgment within narrowly defined procedures and practices to determine appropriate action. o Works on assignments routine in nature and of limited scope. o Apply working knowledge and understanding of Human Resources programs, processes, applications, policies and administration to assist customers. o Work cross-functionally with other departments (as required) to coordinate resolution. o Maintain awareness of programs, methods and techniques needed to facilitate on-going administration of HR. 
Provides first-level support in response to customer questions Resolves more difficult and less frequent questions from team members Focuses on responding to questions in a few specific HR areas Works with normal supervision; work is reviewed for accuracy and overall quality Escalates more complex issues to senior level team members or leadership 
 
Skills/Requirements:
o Prefer BS/BA degree or an acceptable equivalent combination of education related training and experience. At least 1 year experience in customer service or Human Resources. 
o Basic knowledge of following software preferred: Windows, MS Office (Outlook, Word, Excel). 
o Strong verbal and written communication skills. 
o Strong customer service skills (includes the ability to handle difficult customer issues in a professional manner, respond to customer needs in a timely manner and identify customer needs). 
o Strong commitment to quality and attention to details. 
o Prior experience in dealing with confidential information. 
o Ability to work independently with regular supervision while handling stressful situations. 
o Must be well-organized, self-starter and quick learner as well as highly motivated to perform the duties assigned. 
o Must be willing to work 12pm-9pm EST schedule in the beginning. This resource can sit fully remote but will abiding by the EST schedule.
 
Notes from PMO:
Candidate can sit fully remote. If they want to work in the office they can as well. 
***Strong customer service background is more important than HR background. Dell HR content is very specific and will be trained. 
***More important to have a service mindset as they’ll be working with internal members helping answer HR questions. Knowledge base docs to help with standard response, articles, links, policy pages, etc. 
***Great entry role into HR for those interested in HR career path.
 
Thanks, 
Amit Sehdev
APN Software Services Inc.
Direct: 510-402-1061 | Fax: 510-623-5055 | Amit@apninc.com

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