HR Service Rep I

Job Details Job Description HRSC Representative I serves as a point of contact for the Service Now and Genesys Cloud platforms. Provides a high level of service and responds to employee inquiries within a timely manner to ensure a positive employee relations experience. Essential Functions • Responds to HR tickets within a 24 hour timeframe and closure within 3 business days. Escalates tickets as needed. • Logs into Genesys Cloud phone system for 8 hours a day and ensures all inquiries are handled with the appropriate response. • Handle employees with strong employee relations and high-level performance. • Interact with other HRSC customer service representatives when needed using the HRSC Teams chat. • Communicates with the HRSC Manager for assistance with high level issues and general guidance. • Acquires substantial knowledge concerning HRSC policies, programs, and procedures that allow first call resolution in the majority of cases. • Organizes the fax room when assigned. • Flexible to deal with issues that arise outside of normal business hours. • Performs special projects and other duties as assigned. Education and Experience Must be highly organized, detail-oriented, with superior written and verbal skills Ability to work independently and coordinate with multiple groups Good judgment and excellent interpersonal and communication skills Experience With HR Topics Including Benefits Administration Experience with Workday HRIS program a plus Competencies High level of confidence, integrity, and motivation. Must be able to multitask and work well under pressure. Must be proactive, responsive, and resourceful. Highly flexible and motivated individual with an ability to work independently as well as in a team setting. Must consistently demonstrate the highest level of professionalism and discretion. Strong interpersonal skills with ability to interact well with all levels of clients, customers, and internal personnel. Must be receptive with high regard for customer service. Excellent computer skills in a Microsoft Windows environment. Excellent follow up and organizational skills. Good writing and speaking grammar. Must exhibit a high level of confidentiality. Work Shift Workday Day (United States of America) Worker Sub Type Regular Employee Entity Thomas Jefferson University Primary Location Address 1101 Market, Philadelphia, Pennsylvania, United States of America Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health, nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years. Jefferson is committed to providing equal educational and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orie