JOB SUMMARY

A People Resource Center Representative (PRC) is expected to provide exceptional client service. This is primarily achieved through phone, email, and chat communication with inbound callers. Their responsibilities encompass receiving, resolving, and documenting a comprehensive variety of Human Resources (HR) and training support requests. They are also tasked with researching and resolving escalated cases. This includes the timely and accurate resolution of associate care cases and other HR systems transactions. A PRC Representative utilizes various data sources to properly analyze a problem, determine the best method for its resolution, document the situation, and present a detailed explanation to the associate.

ESSENTIAL DUTIES AND RESPONSIBILITIESAct as the primary contact for HR-related inbound cases, representing Payroll, Tax Training, Benefits, and Compensation by supporting related case questions and inquiries.Communicate via various channels, interpret client needs, and use software to find resolutions.Deliver outstanding customer service to all stakeholders by actively listening, providing accurate information, and resolving inquiries promptly and professionally.Use problem-solving skills to effectively address and resolve associate inquiries, including situation analysis, action identification, and appropriate guidance or escalation.Collaborate with team members and leaders for seamless service delivery, exceeding client case resolution expectations.Use tools and resources to ensure data accuracy and reasonableness, resolve cases within service level agreement (SLA), and confirm all data sources have been used in case resolution.Proactively identify trends that may lead to a high volume of cases and partner with leadership for resolution.Work with management on casework and daily workload management.Participate in on-camera 1:1 and weekly team meetings.Perform other duties as assigned.