JR-005774
POSITION PURPOSE
The HR Shared Services Specialist is responsible for first-line HR support. This position will serve as a resource to assist our associates with a variety of requests in the areas of HR policy, payroll, benefit eligibility/enrollment, leaves administration, HRIS systems and other matters that occur during the employment life cycle. The Republic Airways HR SSC is a customer service organization that provides customer support and transaction services to the Company in the areas of HR, Benefits, Payroll, Travel, and Expense Reimbursement. Success in this position will be based off the ability to utilize our customer service process in partnership with our knowledge base to provide an outstanding customer experience. All members of the SSC are responsible for advocating for customers to improve their experience at Republic Airways.
Responsibilities
- Analyze requests to provide face to face customer service; respond to customer inquiries and service requests by phone email, or chat through the case management system; Work as a subject matter expert in the areas of HR, Benefits, Payroll, Crew Expense, Travel, or any function supported by Shared Services.
- Research, troubleshoot, and assist in resolving requests that come in to Shared Services from a variety of constituents in a timely and efficient manner.
- Serve as liaison with other units to ensure case resolution; proactively review cases to ensure Service Level Agreements are met without backlog.
- Assist HR Shared Services Senior with escalated customer inquiries. Provide support for questions for other HR Shared Services Specialist.
- Log case notes in the case management system for each customer inquiry or request.
- Escalate issues to customer service leaders or to Centers of Excellence.
- Redirect customers as best as possible for out of scope inquiries.
- Troubleshoot problems and resolving items within your scope; provide detailed information on items escalated to other business units.
- Apply policies, procedures, and guidelines appropriately and setting the example for communication skills, work ethic, and judgment; always uphold Republic Airways values.
- Partner as a subject matter expert to improve knowledge articles.
- Collaborate with supervisor to meet or exceed contact center metrics.
- May also assist and manage day-to-day duties related to badging process.
- All other duties as assigned.
Qualifications
- High school diploma. Bachelor’s degree preferred.
- Three (3) years customer experience/university experience.
- Proficiency with MS Office applications especially Excel, PowerPoint, and Outlook
- Comprehensive knowledge of Shared Services functions, processes, and procedures.
- Ability to effectively work with employees at all levels of the organization
- representing the Shared Services & Republic Airways core values.
- Strong analytic, problem solving, judgment and conflict resolution skills.
- Experience handling sensitive matters with tact and diplomacy
EQUAL OPPORTUNITY EMPLOYER, DISABILITY, AND VETERAN ACCOMODATIONS
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
