Associate HR Service Center Representative

Requisition ID # 155279 

Job Category: Human Resources 

Job Level: Individual Contributor

Business Unit: Human Resources & Enterprise Change Ofc

Work Type: Hybrid

Job Location: Oakland

 

 

Department Overview

 

The Human Resources Solutions Center (HRSC) is currently located in Concord, CA and will be moving to our Oakland General Office early next year. We respond to calls and electronic tickets related to SAP actions, basic policy questions and other transactional HR related questions, which include Organization Management Personnel Actions, such as employee transfers, separations, rate of pay and personnel entries. As well as questions relating to severance, and other HR/pay related issues.   We strive to be a one-stop shop for all HR related inquiries.

 

Position Summary

 

The Associate AskHR Advisor must be able to provide model customer service, multi-task and work in a fast-paced, ever changing work environment while promoting engagement within the team and with our partners. This position will serve as a first point-of-contact for current and former employees’ questions on HR processes, transactions and provide high-quality, timely, and professional customer service. In addition, maintain basic knowledge of HR policies and processes to answer customers’ questions by phone and through the HR ticketing system. In this role, you will provide support and educate employees in the use of company online and self-service applications, escalating non-standard questions to a more Senior Representative for resolution or assistance as needed.

 

The successful candidate will provide a high level of professionalism while supporting the administrative process of all HR related actions. They will demonstrate the ability to handle confidential and sensitive information with discretion. Also, display exemplary customer service skills, work well within a team environment and show up with a positive and professional manner. 

 

The role is classified as hybrid (0-3 days per week in office), working primarily from your home office and Oakland General Office in-person based on business needs.

 

PG&E is providing the hourly rate range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual hourly rate paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. Although we estimate the successful candidate hired into this role will be placed between the entry point and the middle of the range, the decision will be made on a case-by-case basis related to these factors.​ This job is also eligible to participate in PG&E’s discretionary incentive compensation programs. 

 

The hourly rate for this position ranges from $25.48 to $37.98.

 

Job Responsibilities

 

• Handle incoming electronic requests and calls to the HRSC, as it relates to SAP Organizational Change Requests (OCRs) and Personnel Change Requests (PCRs), Rewards Connect, Performance Management, HR programs and the basic use of HR tools. Refers employees to third-party administrators as appropriate and escalates questions to more senior department members, as appropriate.

• Providing guidance to leaders and their delegates as they navigate through the self-service tools provided on the PG&E@WorkForMe portal.

• Process HR transactions in SAP such as timekeeping change requests, position moves, uploading documents to employee’s record, employee name changes, not limited to other requests that are processed by the HRSC.
• Performs research for issue resolution which can include teaming with more senior department members, as necessary.  Utilizes reference materials, online resources and knowledge databases to research and track issues.   May include multiple conversations with employees to gain clarity and gain understanding.

 

Qualifications

 

Minimum:

 

• High School Diploma or GED equivalent required

 

Desired:

 

• Minimum 6-12 months of Human Resources experience
• Minimum 1 year of Customer Service experience

• Experience in SAP HCM – OM (organization Management) PA (Personal Administration) modules
• Exposure to Labor Relations (CBA, LOA, etc.)
• Understanding of CA Labor Laws
• Experience in the use of databases, spreadsheets, SAP working knowledge
• Demonstrated ability to work well with others
• Demonstrated skills in multi-tasking and managing multiple tasks
• Sel