Talent Service Center Representative

at  Sun Health

TALENT SERVICE CENTER REPRESENTATIVE - JOIN OUR BIG-HEARTED TEAM

Are you ready to make a meaningful impact in a vibrant, compassionate community? Join our exceptional team at our Granite Valley Office in Sun City West, AZ, as an Executive Assistant!
Your Mission: As a Talent Service Center Representative, you will be on the front line of Sun Health Human Resources, providing world-class assistance to team members and managers and handling a variety of HR-related inquiries and requests. Your responsibilities will include answering questions, resolving issues, and ensuring a seamless HR experience for all team members. You will be part of a collaborative and dynamic team environment playing a key role in providing excellent customer service to team members in supporting HR processes and transactions such as onboarding, offboarding, and all other HR-related activities.

QUALIFICATIONS:

• Minimum of two (2) years’ experience in Human Resources
• Associate degree in human resources, or related discipline preferred
• Experience in an HR Shared Services environment
• Knowledge of general service center operations and inquiry management processes
• Knowledge of general HR functions, processes and operations
• One (1) year of experience as a customer service representative in a service center or similar position
• Working knowledge of Microsoft Office Word and email, and skilled in general computer and phone technology/applications
• Bilingual in English/Spanish preferred
• Currently Possess Level 1 Fingerprint Clearance card or ability to obtain is required.

• Serve as first point of contact for team member and leader questions and issues related to HR, Payroll or HRIS systems and processes.
• Resolve team member issues via service center system, email, phone or in person, and escalate complex cases to Talent Service Center Manager as needed.
• Assist with administration and user experience for the in-house team member platform in the Human Resources Information System (HRIS).
• Collaborate with internal HR team members to resolve team member issues and escalate complex inquiries to other members of the HR team as appropriate.
• Provide timely and accurate information to team members. Utilize service center system to document, process, and resolve inquiries.
• Use strong interpersonal skills to handle/document multiple tasks and systems simultaneously.
• Make quick, accurate decisions using systems, FAQs and independent judgement to resolve/escalate issues.
• Responsible for meeting performance targets.
• Must use discretion, demonstrate integrity and maintain team member confidentiality.
• Primarily responsible for accurately responding to inquiries and requests about team member benefit programs, human resources policies, employment applications, payroll, and network access/password issues through calls, email and mail.
• Provide positive customer service with effective verbal and written communication skills.
• Analyze team members’ needs, aiming to provide first call resolution, and exercise good judgement before referring to other tiers or departments and online resources.
• Maintain proactive contact with team members to ensure awareness of status until resolution.
• Perform outbound calls to team members during special projects to ensure awareness.
• Accurately document, route and escalate issue tickets.
• Thoroughly review documents used to support team member requests and changes, and follow up with team members to complete or collect missing information before sending on for final processing.
• Support and back up other team members in their daily activities.
• Support and sustain positive work environment that fosters team performance through own work and behavior.
• Perform data look up and entry in HR administration systems.
• Perform peer audits of data entry tasks to ensure accuracy.
• Track and provide immediate feedback to peers for correction.
• Make recommendations for process improvements and documented self-service instructions.
• Complete project work as determined by supervisor to support other team’s projects, company initiatives, etc.
• Demonstrate the Sun Health Vibrant Living culture and provides all customers/audience with an excellent service experience by consistently demonstrating Sun Health behaviors (The 6Cs) each day.