HR DIRECT REPRESENTATIVE
OVERVIEW
The HR Direct Representative is part of the larger Global Services Delivery model (HR Direct teams located in Minneapolis, Mumbai, Brazil, and China). This role focuses on delivering accurate, high quality, personalized customer service to employees, managers, and HR professionals.
KEY ACCOUNTABILITIES
Service Excellence
- Receives employee inquiries via phone, chat, and employee portal (G&Me). Utilizes a case management system (ServiceNow) to document and provide resolution to employees
- Plays a critical role in coaching employees and managers through employee self-service transactions in our HCM system (Workday) and navigating G&Me. Additional inquiries may include: payroll, benefits, reporting, policy interpretation, and general human resource matters
- Effectively balances process optimization, customer experience, and quality to consistently deliver against service promise
- Works closely with functional departments (e.g., Benefits, Payroll, HR) to ensure process efficiency and the accuracy of information being utilized, and in accordance with local regulatory requirements for all areas supported
Customer First
- Builds empathy with the customer, by observing and understanding their needs, and active listening
- Ensures decisions, and recommendations are reflective of the customer and will provide the best customer experience while delivering business value
- Pivots quickly to refine recommendations, processes, and adapt HR Direct operations based on customer feedback and insights from data
- Translates technical or specialized concepts in a way that anyone can understand
Research & Problem Solving
- Performs background research needed to resolve requests that cannot be resolved at the time of initial contact; this may include communicating with GMI functional specialists and outside vendors, as appropriate
- Demonstrates an end-to-end mindset by effectively balances the trade-offs and compromises necessary to resolve employee inquiries
- Asks relevant questions, challenges assumptions, and looks for areas of opportunity to standardize and govern to provide a better employee experience in the future
Process, Policy, and System Improvements
- Identifies, reports, and troubleshoots any conditions relating to systems or processes that may be adversely affecting customer satisfaction
- Suggests and assists in the implementation of methods to update, simplify, and improve processes, procedures and technologies that enhance service provided to customers or improve departmental effectiveness
- Recommends enhancements that will increase the employee experience, allowing them to find answers to questions themselves with available resources
- Applies a right work right way approach; considers technological solutions to enable efficient service delivery
MINIMUM QUALIFICATIONS
- Exceptional Customer Service and Customer-first mindset
- Demonstrates patience with the ability to empathize and understand where employees are coming from
- Excellent interpersonal skills with a high degree of tact and diplomacy; demonstrates this in both verbal and written communication
- Must be able to type while interacting with customers to document interactions real-time
- Familiarity with Microsoft Office products, especially Excel
- Must be able to work as a team, as well as independently
- Flexibility to handle changing work demands, and manage priorities
- Strong organizational and time management skills
- Strong attention to detail with demonstrated ability to handle detailed, time sensitive work
- Excellent decision making and problem-solving skills
- High integrity, sound judgment and discretion regarding the handling of confidential information
- Highly self-motivated, self-starter
- Ability to think proactively; Strong analytical, quantitative and critical thinking skills
PREFERRED QUALIFICATIONS
- Bilingual – English/French or English/Spanish
- 1-2 years previous experience in Human Resources or Customer Service/Service Center environment
- Workday experience
- Case Management experience
COMPANY OVERVIEW
We exist to make food the world loves. But we do more than that. Our company is a place that prioritizes being a force for good, a place to expand learning, explore new perspectives and reimagine new possibilities, every day. We look for people who want to bring their best – bold thinkers with big hearts who challenge one other and grow together. Because becoming the undisputed leader in food means surrounding ourselves with people who are hungry for what’s next.
