The Ohio State University Hiring for HR Service Center Rep 2 Job at Columbus, OH Full Time

SUMMARY: Conducts initial research on a customer inquiry/request and resolves or escalates the case as needed. Responsibilities may include but are not limited to executing simple transactions on behalf of employees (ESS-level only) and responding to general employee requests for information about total rewards, integrated talent management, personal information, and job information. Escalates more complex employee administration requests to the relevant functional area.

KEY RESPONSIBILITIES:

• Acts as the first point of contact for employees’ HR inquiries, resolves inquiries of low to moderate complexity and refers inquires of high to appropriate Service Center resource; ensures all inquiries are handled with consistency and accuracy
• Ability to listen effectively, collect relevant information, build rapport and respond to customers in a compassionate manner.
• Documents customer inquiries using applicable technologies to ensure data integrity and proper case documentation
• Effectively communicates and educates callers regarding OSU HR policies and procedures, including but not limited to benefits, compensation, timekeeping, payroll and other HR Services.
• Assists employees with navigation of Employee Self Service and Manager Self Service functions and may initiate some HR transactions on behalf of employees
• Demonstrates a basic understanding of HR related laws, such as FMLA, FLSA, COBRA, etc.
• Partners with HR teams to identify process improvements, system enhancements, knowledge resources, and communication needs
• Assists with building a more robust knowledge base for the Shared Services team
• Other duties as assigned

Preferred Qualifications and Experience:

High School diploma or GED required; Certification or vocational training may be preferred

2 years of relevant experience required; 2-4 of relevant experience preferred