Service Corporation International (SCI) Corporate - HR Support Representative in Jefferson, Louisiana

Overview & Responsibilities

Delivers exceptional customer service to ensure efficient execution of administrative and system related HR functions in a shared services environment with focus on resolving Manager and Associate issues in one call. Serves as a technical support assisting with investigating and resolving HR related customer inquiries or issues. Researches issues and escalates as appropriate.

SPECIFIC RESPONSIBILITIES

75% Support

Performs Level 1 customer service support by responding professionally to customer inquiries:

  • Responds to inbound phone calls, employee self-service tickets, and emails and ensure that effective action is taken

  • Assists associates in using web-based service tools

  • Initiates outgoing calls when call-back is required

  • Uses procedures, policy manuals, knowledgebase and other reference materials to assist in answering customer (associate/manager/former associate/applicant) inquiries and resolving customer issues

  • Communicates HR or System objectives, policies, and procedures when necessary to respond to associate inquiry

  • Uses call tracking/monitoring system to documentall customer inquiries, issues and transactions

  • Makes escalated judgement decisions and provides resolution as dictated by Company policy

  • Works as a team member with other members of the Shared Service Center, focusing on customer service

  • Assists with the implementation of programs, policies, and services provided by the company by acting as the associate’s first line of contact

  • Performs reviews of Frequently Asked Questions/New Policy and Procedure lists to identify steps needed to answer associate inquiries and adds new questions or issues to database

25% Research, Analysis and Data Maintenance

  • Performs system maintenance for associate data as directed and in compliance with Company policy

  • Research, analyze and resolve problems or questions presented by associates or senior leadership using knowledge of systems and HR functions.

  • Recognizes unusual events or consistent problem areas and works with management to resolve

  • Provides recommendations or suggests methods to update, simplify, and enhance processes, procedures, and technologies

  • Audits information and processes as directed for completeness and accuracy and follows up as appropriate

  • Provides information to managers for reporting

Requirements & Qualifications

Education:

  • High school diploma or GED equivalent

Experience:

  • 1-2 years’ business office experience specializing in using/supporting business systems

  • 1-2 years’ customer service

  • Prior call center environment preferred

  • Prior HR experience preferred

  • Bilingual Spanish/English a plus

  • Work Day experience is a plus

Knowledge, Skills & Abilities:

  • Excellent verbal and written communication skills

  • Excellent organizational and interpersonal skills required

  • Proficient in PC & Microsoft Office

  • Ability to toggle between multiple software programs

  • Excellent data entry skills

  • Superior organizational and interpersonal skills

SCI Overview

Who we are. What we do.

We’re more than North America’s largest provider of funeral, cremation and cemetery services. We are mothers, fathers, sisters, brothers, sons and daughters who are devoted to the communities where we live and work. We are more than 20,000 dedicated individuals who provide caring assistance to families in need, honor veterans and public servants and deliver lifesaving programs to help keep children and seniors safe.

We operate under the umbrella of the Dignity Memorial network of 1,800 funeral homes and cemeteries. Dignity Memorial providers care for more than 300,000 families each year and understand the importance of thoughtful, personalized arrangements. We believe creating meaningful ways to pay tribute to a loved one begins with compassion and is shaped by the understanding that each life is truly unique. For us, there is no greater responsibility than honoring and preserving the story of one’s life.

Benefits Options:

  • Health benefits (medical, dental, vision, life)

  • 401K Retirement Savings Plan with company match

  • Vacation and sick time

  • Tuition reimbursement

  • Funeral discounts, and more

SCI offers advanced on-line training resources, career advancement opportunities in the largest organization in the industry, attractive benefits, and a wonderful community to serve with plenty of culture and personality. For additional information regarding our company, please visit our corporate site at.

As used herein, “SCI” refers to Service Corporation International and its affiliated companies.

Equal Opportunity Employer, M/F/D/V

Associate Requisition ID Req.56902

# of Openings 1

Type Full-Time