Employee Inquiry Escalation Specialist

at  Nissan

First point of contact for inbound high impact, complex, or escalated Human Resources and Benefits questions, processing requests, and appeals. Second point of contact for low risk, Payroll, HR Systems, and policy inquiries that are high complexity and cannot be handled by Tier I. Trained in a broad range of HR subjects to support employee inquiry and supports up to 50% of time on additional HR project, analytical, and administrative work. The ability to resolve up to 85% of employee inquiries at first point of contact. Partners with internal and cross-functional teams to resolve internal HR and employee issues. Assists with case management triage, projects, and process improvement. Knowledge Led, Project Lead, Senior CSR.

JOB KNOWLEDGE AND SKILL:

• Knowledge in at least five HR subject areas: Health, Retiree Benefits, Disability, Time and Attendance, FMLA, Payroll.
• Knowledge lead in two or more HR subject areas
• Ability to handle confidential and sensitive information with tact and discretion.
• Ability to diffuse distraught callers, help identify, articulate, and appropriately escalate issues.
• Display sound judgment, empathy, understanding and patience.
• Ability to absorb and interpret complex information.
• Prior experience working with HRIS systems. Advanced knowledge of computer applications preferably in a systems resolution and support role.
• Organized, dependable, flexible, and motivated. Ability to travel regularly and some overnight travel.

EXPERIENCE:

2- 3 years combined customer service (preferably in a call center environment) and HR experience. At least 2 years’ experience and success in NCSR role. Preferred previous experience in technical support.

EDUCATION:

4 years of college or equivalent, (Human Resources, Business, or related field) required. Master level degree preferred.

COMPUTER SKILLS:

Advanced knowledge of information and web-based systems from a functional perspective.
Must be proficient in using Microsoft office products such as Excel, Word, and Access.

PHYSICAL REQUIREMENTS

The physical requirements described below are representative of those an employee must normally meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable otherwise qualified individuals with disabilities to perform the essential job functions.

Please refer the Job description for details