HR Employee Experience Center Representative - (B)

Position Summary

The HR Employee Experience Center (EEC) Representative is the first point of contact within the EEC.  This position assists employees and managers with information and/or resolutions regarding HR policies, procedures, and guidelines.  This position will provide timely and effective first-level support for question resolution, researching and resolving issues, and escalating issues, as appropriate, while proactively anticipating employee’s future needs.

The EEC consists of four (4) different “pods” as follows.  This position is the first point of contact within each pod.  Duties include but are not limited to:

POD A:  Benefits, Retirement, Workers Compensation, Safety, Payroll/Time Keeping, Tuition Waivers, Offboarding, Terminations,

POD B:  Compensation, Organizational Changes (Non-Restructure), Full-time Faculty/Administrator Employment Contracts, Promotions or other employment changes, Verification of Employment, Contingent Worker, Job Descriptions, Supplemental Employment Agreements (SEA)

POD C:  Staffing, Job Posting, Onboarding, New Employee Orientation, New Manager Support

POD D:  Leave Management, ADA Accommodations, Employee Relations, Unemployment Claims, Open Record Requests, Compliance/Policy Administration, Criminal Background Checks (5-year renewals), Personnel Files  

Required Knowledge, Skills, and Abilities

This position must be able to troubleshoot and resolve issues ranging from simple to moderate using relatively thorough knowledge of HR policies and procedures, HR Systems, and internal HR processes.  Knowledge, skills, and abilities include but are not limited to the following:

• In-depth knowledge of Dallas College policies, guidelines, and procedures.

• Good working knowledge of HR laws and regulations.

• Excellent customer relations and conflict management skills.

• Strong communication skills, both written and verbal.

• Exceptional interpersonal and rapport building skills.

• Great active listening and troubleshooting skills.

• Strong attention to detail.

• Patient and empathetic attitude.

• Strong organizational skills.

• Strong time management skills.

• Adaptability and flexibility.

• Able to handle multiples priorities and maintain confidentiality.

• Able to work independently and in a diverse team-oriented environment.

• Comfortable working in fast-paced environments.

• Able to maintain integrity and confidentiality of employee data and records.

• Computer literacy.

Key Responsibilities

The HR EEC Representative creates a positive and productive experience for employees seeking assistance on a broad range of human resources issues with the goal of solving the question or issue at the first initial contact with minimal handoffs. 

• Serves as first point of contact for employee questions and/or processes transactional changes related to various human resources issues.

• Guides employees through self-service and web-based information, where applicable.

• Troubleshoots and resolves issues ranging from simple to moderate using relatively thorough knowledge of HR policies, guidelines, and procedures or internal HR processes.

• Research and respond to questions via telephone, email, in-person or through ServiceNow tickets referring to an on-line knowledge bank for information and guidance.

• Advises clients on technology system navigation and basic transactional functionality, including Workday and ServiceNow platforms.

• Documents employee interaction in ServiceNow.

• Identify common issues that need knowledge base resources.

• Ensure incoming inquiries to the EEC are answered in a professional, timely, and efficient manner.

• Responsible for data entry into Workday or appropriate HR information systems.

• Escalate complex or unique issues to EEC Specialist, EEC Manager, or appropriate Center of Excellence (COE), as needed.

• Uses HR Shared Services metrics and reporting in daily work.

• Responsible for building collaborative partnerships with peers, HR Business Partners, COEs, and customers.

• Ensures data integrity and confidentiality of employee data and records.

• Processes employee status changes in Workday and/or other case management systems.

• Completes required Dallas College Professional Development training hours per academic year.

• Other job-related duties and responsibilities as required.

Physical Requirements

Normal physical job functions are performed within a standard office environment. Reasonable accommodation may be made for individuals with physical challenges to perform the essential duties and responsibilities.

Minimum Qualifications