Job Summary:
The primary purpose of this role is to act as the first point of contact for an employee or manager contacting the HR service center via Service Now tickets. Answers general questions regarding portal navigation and Total Rewards policies and procedures, referring to an online knowledge base for information and guidance. Perform administrative tasks in support of Total Rewards processes. Uses a case management tool for tracking requests and may transfer or escalate them to other service center parties if the issue cannot be resolved within the contact center.
Responsibilities:

• Serve as a first point-of-contact through telephonic, electronic (email, text, chat), or paper-based interaction channels for current and former Lowe’s employees, regarding questions related to Total Rewards policies and procedures.
• Uses a case management tool for recording and administering requests and may assist other service center employees with opening, recording, processing, or closing cases in the tool.
• May seek guidance or transfer more complex and/or confidential inquiries/requests to the Supervisor or Manager.
• Assure information is complete, accurate, and approved by appropriate superior.
• Perform intake, sorting, tracking, and distribution for documents that arrive at the service center for processing (e.g., mail) and other duties as assigned.
• May assist with basic transactions as assigned according to proper procedure, policy, and direction.
• Assist Senior Representatives, Supervisors and Managers with day-to-day execution of duties and support the team regarding proper procedures, policies, and requirements.
• Assist the HR supervisor with establishing and improving upon defined HR procedures and processing methods to efficiently and accurately meet production and performance goals.
• Assist the HR supervisor with monitoring and evaluating HR transaction work flow and volume in order to meet production and performance goals.
  Skills and Experience:
  Required:
  Minimum of 1-2 years of experience in HR Compensation and Benefits processes and/or Payroll processes
  English B2+
  Preferred
  University Degree in Business Administration or other related area
  Expertise in the use Microsoft Tools & Applications, specifically Excel
  2 Years Shared Service Center experienc