Human Resources Service Center Representative

HealthPartners is hiring for a Human Resources Service Center Representative. The HR Service Center is the main point of contact for colleagues seeking HR support. HRSC Representatives provide prompt, accurate information and deliver excellent customer service to our colleagues. Key responsibilities include answering calls, emails, and tickets, as well as updating and maintaining employee records. The team focuses on efficiency, high standards of security and confidentiality, and empowering representatives to take ownership of their work while supporting continuous improvement and professional growth.

MINIMUM QUALIFICATIONS: 

• Education, Experience or Equivalent Combination:

  • One to two years of work experience in customer service or an equivalent combination of education and experience

• Knowledge, Skills, and Abilities:

  • Ability to comfortably and professionally interact with customers on the phone, in writing, and in person while experiencing multiple interruptions.
  • Ability to apply customer service approaches and a consistent service orientation to varying situations and personalities, including difficult customers, with a high degree of effectiveness and calmness.
  • Ability to work independently and handle confidential information.
  • Ability to prioritize workload and multi-task in a fast-paced environment.
  • Strong problem-solving skills and a high level of accuracy and attention to detail.
  • Strong oral and written communication skills.
  • Highly organized and detail oriented.
  • Exceptional listening skills.
  • Experience with personal computer and Microsoft Office products including Outlook, Word, and Excel.

PREFERRED QUALIFICATIONS: 

• Education, Experience or Equivalent Combination:

  • 1 year of experience in a Human Resources field preferred 

• Knowledge, Skills, and Abilities:

  • Experience with a human resource database system preferred.

ESSENTIAL DUTIES:  

1. (45%) Provide superior customer service to our colleagues and maintain utmost confidentiality, professionalism, positive attitude, and integrity in all interactions:

   • Accurately answer questions from colleagues (via telephone, e-mail, in-person or service request) in all areas of Human Resources including: Benefits, Compensation, Tuition Reimbursement, Health and Safety, Labor Relations and Compliance, Organization Citizenship, Organization Effectiveness, Reward and Recognition, and Workforce Staffing, Policies and document all contacts according to department standards. Refer inquiries that the Service Center is not equipped to handle to the appropriate Center of Excellence through the established referral protocol. 

• Greet colleagues and other visitors, assisting them to find the appropriate person or department they need to be talking to regarding any member or payment questions. Courteously informs the appropriate department when a visitor is waiting. Appropriately asks for help from other HR Service Center staff when employees come in seeking benefits or other HR related information. 

• Assist customers in obtaining HealthPartners policies and procedures and Human Resources resource tools and, using these resources, provide assistance to resolve specific questions or problems. 

• Investigate and resolve customer’s concerns regarding any service provided by or through HealthPartners Human Resources including, but not limited to compensation discrepancies, benefits eligibility, etc. This may involve working with other Centers of Excellence. Document the employee concerns according to department procedures. 

• Coordinate issue or problem resolution with other internal departments (such as Payroll) on behalf of the management employee, if applicable. 

   

• Actively analyze current personal and workgroup processes to provide options for continu