Job description

Duties: Penn's Human Capital Management (HCM) Transformation Initiative is a University-wide effort to improve how we manage the broad range of human resources, payroll, and related processes. The HCM Initiative will improve our technology and transform how we deliver services such as recruitment, personnel and benefits administration, payroll, and time management.

The HCM Service Delivery Model is a vital component of the overall HCM Initiative. The HCM service center will serve as a one-stop-shop, providing assistance to individual faculty and staff members, as well as Schools and Centers.

In support of this Initiative, the University of Pennsylvania has an exciting opportunity for a Human Capital Management (HCM) Services Specialist to join our team. As a key point of contact, the Specialist will provide customers with best-in-class professional customer service, and timely resolution to HCM-related inquiries and issues. This individual will place premium value on providing excellent customer service, conveying professionalism and empathy in interactions with a broad range of clients.
The HCM Services Specialist will provide customer service support, via call center, to our workforce. Responsibilities include:
* Using business acumen to assess customer needs, providing accurate information regarding all HCM programs, processes, and systems
* With professionalism and empathy investigating and troubleshooting customers' issues and concerns as they arise, and providing swift and accurate resolution
* Guiding employees with performing self-service transactions.
* Contributing to the service desk knowledge base by building articles and revising existing material, using broad knowledge of HCM subject areas and Penn policies
* Monitoring trends to respond to changing needs of Penn's workforce

Qualifications: Bachelor's Degree, preferably in Business, Human Resources or related field with at least 2 years of experience or equivalent combination of education and experience required. Experience in customer service required. Experience with Customer Relationship Management software strongly preferred. Demonstrated problem solving abilities and critical thinking skills required. Must be able to work collaboratively in a team environment as well as individually. Ability to maintain a high level of integrity and confidentiality related to employee information required. Must be able to adapt to changing priorities with ease and composure, while continuing to meet deadlines. Excellent listening skills with the ability to respond with professionalism and empathy. Excellent verbal, written, and interpersonal communication skills necessary. Workday experience a plus.

Reference Number: 92-26865

Salary Grade: 026

Employment Type: Exempt

Org: Human Capital Management

Special Requirements: Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

Job Family: H-Human Resources




Diversity Profile: University



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Job No:
Posted: 10/14/2017
Application Due: 10/14/2018
Work Type: