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.
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
- High school diploma or GED equivalent
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
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.
Health benefits (medical, dental, vision, life)
401K Retirement Savings Plan with company match
Vacation and sick time
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