HR Service Center Representative

• Responds to employee questions and inquiries about employee benefit programs and human resources policies.

• Provides answers to questions in the areas of disability, health, and life benefits, paid time off, retirement plans, policies, and practices.

• Provides navigational assistance and troubleshooting for HR tools.

• Engages with Rackers and spouses via phone, email, and walk up discussions.

• Prepares appropriate documentation and processes necessary paperwork.

• Performs data entry. Investigates and resolves moderate to complex problems.

• Escalates issues through the appropriate channels.

• Ensures interactions are well-documented with clear and concise notes of the issue or request. Identify, analyze and resolve HR hardware and software problems for application issues or isolated issues requiring technical support.

• Reviews processes and provides feedback.

• Fields general questions not related to Human Resources and answers or directs the customer to the appropriate resource.

• Recognizes patterns and repeat questions and documents answers.

• Maintains internal resource lists and points of contact for resolution of questions or issues.

• Intermediate knowledge of commonly used terms, concepts, practices and procedures within the HR field

• Intermediate knowledge of applicable federal and state employment regulations

• Intermediate knowledge of Rackspace business and corporate organization or ability to learn on the job

• Strong verbal communications skills

• Intermediate writing skills

• Ability to maintain confidentiality of personal and business information

• Detail oriented with a commitment to fanatical customer service

• Bachelor’s degree from an accredited institution.

Experience

• 2+ years or relevant experience with a Bachelor's degree

• Customer service, administrative, and/or Human Resources support experience

• Experience equivalent to the HR Service Center Representative, working experience on ticketing tool