HR Service Center Rep Data Coordinator

SHIFT:

Seeking Breakthrough Makers

Children's Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.

At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care-and your career.

CHOP does not discriminate on the basis of race, color, sex, national origin, religion, or any other legally protected categories in any employment, training, or vendor decisions or programs. CHOP recognizes the critical importance of a workforce rich in varied backgrounds and experiences and engages in ongoing efforts to achieve that through equally varied and non-discriminatory means.

A Brief Overview
The HR Service Center (HRSC), Service Center Rep - Data Coordinator is responsible for providing tier one resource support on all HR policies, processes, and programs. This role will be part of a team that serves as the first point of contact (phone, email, chat) for HR customers. The HRSC Rep - Data Coordinator will have a strong focus on service delivery excellence within the established service level agreement. The ideal candidate will have excellent interpersonal, listening, verbal and written communication skills; must be detailed oriented; and interact effectively with all levels of staff and management.

What you will do

• Acts as first point of contact for HR customer requests (inquiries and issues) and escalates to appropriate channel when required
• Answers and resolves HR customer requests including navigational support and processing of corrective transactions when required
• Maintains customer contact until request is resolved, including informing customer of status and resolution
• Provides accurate, consistent and timely responses to HR requests that are considered to be routine requests and require limited research
• Utilizes knowledge base tool to provide consistent answers to customers and drafts knowledge articles based upon recent cases
• Educates customers on best practices and tools (e.g., Service Portal, ESS, MSS) available
• Refers complex cases requiring interpretation to the appropriate Specialist or HR Functional team if additional research or expertise is required
• Supports a continuous improvement environment by raising issues, escalating concerns and being an agent of change
• Maintains adherence to all audit/compliance and regulatory requirements
• Keeps pace in a rapidly changing environment while maintaining strong knowledge and a positive attitude
• Contributes positively to the team through the sharing of knowledge, ideas and active participation in meetings
• Achieves operational metrics in support of the delivery of the HRSC service level agreements
• Respond to inquiries related to applications and business process assistance, including technical support
• Collaborates with all HR Centers of Excellence (COEs) providing required support
• Other projects and initiatives as determined by the needs of the business

Education Qualifications

• High School Diploma / GED - Required
• Bachelor's Degree Human Resources or similar field of study - Preferred

Experience Qualifications

• At least one (1) year relevant customer service experience - Required
• At least one (1) year working in HR Operations or Field HR - Preferred

Skills and Abilities

• Ability to provide empathetic service in a fast paced environment (Required proficiency)
• Strong communication skills (written and verbal) (Required proficiency)
• Strong organizational skills, self-motivated and results driven (Required proficiency)
• Effective time management and prioritization skills (Required proficiency)
• Ability to adhere to policy in the maintenance of confidential information (Required proficiency)
• Ability to navigate HR systems (Case Management, Knowledge Management, Portal, IVR) (Required proficiency)
• Knowledge and understanding of overall HR policies, processes and procedures (Required proficiency)

To carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, CHOP employees who work in patient care buildings or who have patient facing responsibilities must receive an annual influenza vaccine. Learn more.

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SALARY RANGE:

Salary ranges are shown for full-time jobs. If you're working part-time, your pay will be adjusted accordingly.

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At CHOP, we are committed to fair and transparent pay practices. Factors such as skills and experience could result in an offer above the salary range noted in this job posting. Click here for more information regarding CHOP's Compensation and Benefits.