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HR Shared Services Specialist

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Republic Airways

Sep 12

  • Job
    Full-time
    Mid Level
  • Customer Relations
    People, HR & Administration
  • Carmel

AI generated summary

  • You need a high school diploma (bachelor’s preferred), 3 years of customer experience, MS Office proficiency, shared services knowledge, strong analytical skills, and tact in sensitive matters.
  • You will provide customer service through various channels, resolve inquiries, assist with uniforms, collaborate with teams, log case notes, and uphold company values while improving processes.

Requirements

  • High school diploma. Bachelor’s degree preferred.
  • Three (3) years customer experience/university experience.
  • Proficiency with MS Office applications especially Excel, PowerPoint, and Outlook
  • Comprehensive knowledge of Shared Services functions, processes, and procedures.
  • Ability to effectively work with employees at all levels of the organization representing the Shared Services & Republic Airways core values.
  • Strong analytic, problem solving, judgment and conflict resolution skills.
  • Experience handling sensitive matters with tact and diplomacy

Responsibilities

  • Analyze requests to provide face to face customer service; respond to customer inquiries and service requests by phone email, or chat through the case management system
  • Work as a subject matter expert in the areas of HR, Benefits, Payroll, Crew Expense, Travel, or any function supported by Shared Services
  • Support the all duties of the uniform shop, including new hire uniform fittings
  • Research, troubleshoot, and assist in resolving requests that come in to Shared Services from a variety of constituents in a timely and efficient manner
  • Serve as liaison with other units to ensure case resolution; proactively review cases to ensure Service Level Agreements are met without backlog
  • Assist HR Shared Services Senior with escalated customer inquiries
  • Provide support for questions for other HR Shared Services Specialist
  • Log case notes in the case management system for each customer inquiry or request
  • Escalate issues to customer service leaders or to Centers of Excellence
  • Redirect customers as best as possible for out of scope inquiries
  • Troubleshoot problems and resolving items within your scope; provide detailed information on items escalated to other business units
  • Apply policies, procedures, and guidelines appropriately and setting the example for communication skills, work ethic, and judgment; always uphold Republic Airways values
  • Partner as a subject matter expert to improve knowledge articles
  • Collaborate with supervisor to meet or exceed contact center metrics
  • May also assist and manage day-to-day duties related to badging process
  • All other duties as assigned

FAQs

What is the primary responsibility of the HR Shared Services Specialist?

The primary responsibility of the HR Shared Services Specialist is to provide first-line HR support by assisting associates with inquiries related to HR policy, payroll, benefits, leaves administration, HRIS systems, and other employment-related matters.

What qualifications are required for this position?

The position requires a high school diploma, with a bachelor's degree preferred, along with three years of customer experience or university experience, proficiency in MS Office applications, and a comprehensive knowledge of Shared Services functions and processes.

Will I be required to assist with the uniform shop?

Yes, the HR Shared Services Specialist will support all duties of the uniform shop, including new hire uniform fittings.

How does the HR Shared Services Specialist resolve customer inquiries?

The HR Shared Services Specialist resolves customer inquiries by analyzing requests, researching and troubleshooting issues, and serving as a liaison with other units to ensure case resolution in a timely manner.

Is experience with sensitive matters necessary for this role?

Yes, experience handling sensitive matters with tact and diplomacy is essential for this role.

What tools will I need to be proficient in for this position?

Proficiency with MS Office applications, especially Excel, PowerPoint, and Outlook, is required for this position.

How does this position contribute to the customer service process?

This position contributes to the customer service process by utilizing a knowledge base and customer service skills to provide an outstanding customer experience, advocating for customers, and improving their overall experience at Republic Airways.

What kind of environment does the HR Shared Services Specialist work in?

The HR Shared Services Specialist works in a customer service-oriented environment within the HR Shared Services Center, engaging with associates and providing support across various HR functions.

What are some examples of escalated issues I may encounter?

Escalated issues may include complex inquiries that require in-depth knowledge or expertise beyond standard procedures or inquiries that involve sensitive information or high-level conflict resolution.

Is there an opportunity for career advancement in this role?

Yes, there are opportunities for career advancement, as the HR Shared Services Specialist may collaborate with supervisors to improve processes and metrics, potentially leading to higher roles in HR or management.

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Republic Airways

Regional airline operating 900 daily flights to over 100 cities in North America

Defence & Aerospace
Industry
5001-10,000
Employees
1974
Founded Year

Mission & Purpose

At Republic Airways, our mission is to provide a safe, clean and reliable flying experience. We believe this is best accomplished by focusing on our vision, “With the BEST people, products, and performance, we will be America’s Regional Airline of choice.” Republic Airways is a regional airline headquartered in Indianapolis, operating fixed-fee flights for American Airlines, Delta Air Lines, and United Airlines. The Company’s fleet consists of nearly 200 Embraer 170/175s, offering approximately 1000 flights daily to 100 cities in the U.S., Canada, the Caribbean and Central America. Our bases include Boston, MA (BOS), Chicago, IL (ORD), Columbus, OH (CMH), Indianapolis, IN (IND), Louisville, KY (SDF), Newark, NJ (EWR), New York, NY (LGA), Philadelphia, PA (PHL), Pittsburgh, PA (PIT) and Washington, D.C. (DCA). With more than 6,500 talented aviation professionals, Republic Airways is a great place to elevate your career!