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Senior HR Associate - Call Center

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Charlotte, NC, United States
Job ID: 14274
Job Family: Human Resources
Status: Full Time
Shift: Day
Shift Details: Regular
Department Name: 51011028342314-Human Resources Shared Services - Call Center
Location: Atrium Corporate Operations


Job Summary

Customer Service representative who responds via phone and email, to Atrium Health teammates and leaders regarding policies and procedures. Position is on the HR Service Center Team.

Essential Functions

  • Answers teammate questions via phone and email in a clear, concise, and timely manner.
  • Handles high call volume and emails from HR related inquiries from first contact.
  • Provides transactional and administrative services related to in scope HR processes.
  • Compiles, organizes and distributes communication material, produces communications based on provided material.
  • Asks appropriate probing questions to ensure collection of necessary information is available to resolve issue.
  • Uses sound judgment to determine the best course of action for a call or email (escalation vs. direct response).
  • Researches issues to be able to provide the necessary information to the customer when answers are not easily available or escalates the issue to the appropriate HRSC specialist/consultant or lead.
  • Follows up with consultant on issues that have been escalated to ensure they are closed out in a timely manner and customer is satisfied.
  • Exercises good judgment and discretion when accessing highly confidential data.
  • Maintains knowledge of current HR policies, processes and procedures.
  • Ability to assist with system que focused on email inquiries.

Physical Requirements

Work requires typing, filing, use of telephone and sitting for prolonged periods of time. Stretching, bending, reaching, pushing and pulling are required a moderate amount of the time. May lift and carry up to 40 pounds on an intermittent basis. Some standing and walking is required. Must speak and understand English fluently. Must demonstrate the ability to communicate and concentrate effectively. Good hearing is required for related communications.

Education, Experience and Certifications

High School Diploma or GED required. 1 year of related experience required. Good oral and written communication skills, good customer relations, be organized and attentive to details required. Must be able to follow verbal and written instructions. Must be able to take directions from more than one person and be able to prioritize work. Must be able to handle a high volume, multiple tasks, be flexible and detail oriented.