Employee Service Rep

Employee Service Rep

Requirements

• 2 years’ experience or more in an HR support role preferred with College diploma in an HR-related field required (relevant bachelor’s degree preferred)
• Proven customer service skills and diplomacy required, including appropriate telephone and email etiquette
• Proficiency in written and spoken English required (bilingual French/English candidates will be given preference)
• Related HR designation preferred (benefits or pension related, or CPHR)
• Experience working with Workday & Neocase preferred
• Ability to work optimally within a diverse community
• Proficiency to respond to routine customer service calls, emails, or live chats initiated through our HR chatbot, Mya

Responsibilities

• Proficiently answer inquiries from employees; investigate, problem-solve and resolve within SLAs
• Investigate and resolve sophisticated issues (e.g. missing time, leave issues, vacation balance discrepancies)
• Examine individual pay, pensions and benefits plans & explain any discrepancies
• Point of escalation for managers and directors displeased with policies or procedures
• Be willing to tackle new challenges while developing strong communication links with respective partners to improve service
• Build and maintain positive relationships within the team and with internal key partners
• Troubleshoot and resolve Performance Management, Learning Management System, Recruiting and Health Services inquiries
• Document and revise procedures that improve service delivery with the approval of the MyHR Services Lead
• Make evidence-based policy improvement suggestions based on employee feedback

Preferred Qualifications

• 2 years’ experience or more in an HR support role preferred
• Relevant bachelor’s degree preferred
• Related HR designation preferred (benefits or pension related, or CPHR)
• Experience working with Workday & Neocase preferred