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HR Shared Services Specialist

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Republic Airways

2mo ago

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

AI generated summary

  • You need a high school diploma (Bachelor's preferred), 3 years of customer/university experience, Excel proficiency, knowledge of Shared Services, strong analytical skills, and tact in sensitive matters.
  • You will provide customer service, resolve HR inquiries, collaborate with teams, log cases, escalate issues, and ensure compliance with policies while enhancing knowledge resources.

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.
  • 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 main purpose of the HR Shared Services Specialist position?

The main purpose of the HR Shared Services Specialist position is to provide first-line HR support to associates regarding HR policies, payroll, benefits, leaves administration, HRIS systems, and other employment life cycle matters, with a focus on delivering outstanding customer service.

What are the primary responsibilities of an HR Shared Services Specialist?

The primary responsibilities include analyzing requests, providing customer service via phone, email, or chat, resolving inquiries, collaborating with other units for case resolution, logging case notes, troubleshooting issues, and assisting with the day-to-day duties related to badging processes.

What qualifications are needed for the HR Shared Services Specialist position?

Candidates should have a high school diploma (a bachelor's degree is preferred), three years of customer service or university experience, proficiency in MS Office applications, and comprehensive knowledge of Shared Services functions. Strong analytical, problem-solving, and conflict resolution skills are also required.

Is experience with MS Office necessary for this role?

Yes, proficiency with MS Office applications, especially Excel, PowerPoint, and Outlook, is necessary for the HR Shared Services Specialist role.

What skills are essential for an HR Shared Services Specialist?

Essential skills include effective communication, strong analytical and problem-solving abilities, judgment, conflict resolution skills, and the capacity to handle sensitive matters with tact and diplomacy.

How will the success of an HR Shared Services Specialist be measured?

Success will be measured by the ability to utilize customer service processes effectively to provide an outstanding customer experience and by meeting or exceeding contact center metrics in collaboration with the supervisor.

Are there opportunities for career advancement within the HR Shared Services team?

While the job description does not explicitly mention advancement opportunities, roles within Shared Services often build valuable experience and skills that can lead to career growth within the HR department or related fields.

Is prior experience in HR necessary for this position?

While not specifically required, comprehensive knowledge of Shared Services functions, processes, and procedures is beneficial, and prior experience in HR or a related area may enhance a candidate's qualifications.

What does the term "Customer Service Center" refer to in this job?

The Customer Service Center refers to the HR Shared Services team that provides support and transactional services in areas such as HR, Benefits, Payroll, Travel, and Expense Reimbursement to improve the overall associate experience at Republic Airways.

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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!