Sunrise,FL - USA
Position Requirements
Our NAPA Direct T1 Service Desk Representatives Service Delivery Specialists deliver high quality, personalized customer service in a team-based HR Shared Services environment focusing on providing accurate handling of all incoming HR, payroll, benefits and expense related inquires. Our customers include; active and terminated employees, managers and leaders, and Center of Excellence (COE) teams for HR and Finance.
PRIMARY RESPONSIBILITIES:
- Provide outstanding customer experience in response to phone and online inquiries
- Triage all case inquiries
- Escalate more complex issues to Tier 2 or the appropriate COE as required
- Resolve inquiries by accessing information in Workday, HR SharePoint, Conga contract management system, and NAPA Direct portal
- Respond to phone or online help requests on navigating the HR Portal and other HR related systems
- Complete Verifications of employment requests, as applicable
- Partner with Payroll and other COEs, as appropriate to resolve issues
- Assist in explaining policies and providing guidance on various HR, payroll, finance, and Workday processes.
- Manage workload efficiently to fulfill commitments in accordance with established service level agreements (SLAs)
- Review employee relocation expense reimbursement & coordinate payment with payroll
- Process employee referral payments in Workday
- Support employees through the Leave of Absence (LOA) process
- Lead the repayment process between NAPA and employees; producing letters, communicating payments received and coordinating with collection agency
REQUIRED QUALIFICATIONS:
- Associates Degree, Bachelor's Degree Preferred
- 1 Year Experience in HR Shared Service environment
- Knowledge of HR, Payroll, Benefits concepts and terminology
- Strong ability to grasp information quickly and probe effectively when required
- Effective research, problem-solving and follow-through skills
- Excellent organizational skills and the ability to prioritize requests and duties
- Excellent interpersonal skills with a high degree of tact and diplomacy to diverse audiences
- Demonstrate strong customer service orientation
- Confident phone presence
- Strong attention to detail
- Ability to remain positive under pressure
- High integrity, sound judgment and discretion regarding the handling of confidential information
- Flexibility to handle changing work demands
DESIRED QUALIFICATIONS:
- Workday (HCM) and ServiceNow (Case management) knowledge/experience strongly preferred
TOTAL REWARDS:
- Salary: $21.17 - $29.12 hourly
- Generous benefits package, including:
- Paid Time Off
- Health, life, vision, dental, disability, and AD&D insurance
- Flexible Spending Accounts/Health Savings Accounts
- 401(k)
- Leadership and professional development opportunities
EEO Statement
North American Partners in Anesthesia is an equal opportunity employer.