The impact you’ll make:
The Tier 2 HR Employee Support Representative is responsible for analyzing and answering escalated and complex HR related queries. Ensuring effective execution of HR transactions to support both employees and HR professionals experience within agreed service level.
The overall team receive activity through case management, phone calls and chat service. Tier 2 will carry out complex HR processes such as payroll, reporting, escalated queries from Tier 1 (first line employee support) and liaison to resolution of queries with Tier 3 e.g. local HRBPs, HRIS, COEs.
Essential duties and responsibilities, shown below, will vary accordingly based on assignment.
What you’ll do:
- Responds and resolves escalated cases in more complex HR scenarios on multiple channels such as e-mail, phone, case management system. Uses systems to document and escalate as needed following appropriate process.
- Diagnose problems and leads correction through communication across The Americas.
- Acts as liaison and escalation point with contacts including local HR, COEs and other key stakeholders.
- Ensure efficient and accurate resolution of cases within a Shared Service team.
- Educates employees of HR Services available to them and encourages self-service tools such as the HR Portal and other systems as needed.
- Researches and resolves all problems in a timely manner. Must be able to work on more than one issue simultaneously and prioritize urgency of requests.
- Ensures that resolution of escalated requests meet the policy for each process.
- Utilizes multiple online systems to answer questions, complete requests, and ultimately resolve employee and HR needs.
- Actively contributes to delivering, maintaining and improving HR services, procedures and processes to increase employee satisfaction, driving performance and achieving results.
- Responsible for maintaining all compliance requirements of dedicated HR shared service processes.
- Understands and utilizes HR systems including Workday and the Employee Portal, including Self Service, Knowledge base and Case Management.
- Performs according to service level agreements.
What we’re looking for:
Required Experience and Skills:
- Minimum high school degree
- English fluency required
- At least two years’ experience in customer service and/ or human resources
- Excellent oral and written communication skills to answer employees’ and other stakeholders queries effectively
- Excellent problem-solving skills and strong customer service skills
- Strong organizational skills for tracking and documenting
- Attention to detail
- Ability to work both independently and in teams
- Proficient in Microsoft Office applications
Preferred:
- Workday or other HRIS experience
- Previous experience using an incident/case management system
- HR Certification
- Experience in an HR Service Center / Contact Center Operation
Perks you’ll get:
- Access to Medical, Dental, Vision, Life and Disability insurance
- Eligible to elect other voluntary benefits including: Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages
- 401(k) Retirement Plan with company matched contributions.
- Full training to learn the business and enhance professional skills
- Employee discounts, including discounted prices on the purchase of Avis/Budget cars
- Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more
- Community involvement opportunities
Who are we?
Glad you asked! Avis Budget Group is a leading provider of mobility options, with brands including Avis, Budget & Budget Truck, and Zipcar. With more than 70 years of experience and 11,000 locations in 180 countries, we are shaping the future of our industry and want you to join us in our mission. Apply today to get connected to an exciting career, a supportive family of employees and a world of opportunities.
The fine print:
Avis Budget Group is an equal opportunity employer - M/F/Veterans/Disabled.
This advertisement does not constitute a promise or guarantee of employment. This advertisement describes the general nature and level of this position only. Essential functions and responsibilities may change as business needs require. This position may be with any affiliate of Avis Budget Group.