Human Resources Service Center Representative, Total Rewards Department
The Human Resources Service Center Representative serves as a primary resource for Heartland Dental employees contacting HR Shared Services, and work in an inbound call/service center environment. This position will primarily answer inquiries including, but not limited to, employee health and wellness benefit plans, retirements plans, paid time off, navigation of the employee self-service HR portal, workers compensation, and benefits enrollment questions. The Human Resources Service Center Representative will develop a working knowledge of HR policies and procedures through processing of data and responding to phone inquiries. In some cases, issues may be escalated to internal resources, including our Total Rewards, Payroll, Education, and Employee Relations departments for further research and resolution. This position will spend approximately 80% of time on the phone.
Heartland Dental is the largest dental support organization (DSO) in the United States. Our network is comprised of nearly 11,000 team members, and we proudly support more than 870 dental offices across 37 states. Our company is experiencing rapid growth, and we are looking for dedicated and optimistic individuals to join our Heartland Dental family.
To give you an idea of the team structure, you will work on a team of human resources professionals focused on compensation, benefits, and performance management, reporting to the Senior Compensation Analyst.
Below is an overview of the duties and responsibilities you would take on in this role:
Appropriately distributes, triages phone calls, and responds as first line of contact to calls and emails from Heartland Dental's employees, managers, and former employees to answer questions and provide assistance in all areas of human resources, including compensation and benefits
Understands and researches procedures, policy manuals, knowledgebase and other reference materials to assist in answering customer (employee/manager/ former employees) inquiries and resolving customer issues
Completes simple HR, Benefits, or Payroll related transactions and provides follow-up on unresolved matters or needs.
Explains insurance coverage and other benefits to employees and assists in the completion of enrollment in benefit programs
Promotes the HR portal and assists employees in navigating their personal HR portal as needed with appropriate clear and understandable instructions
Assists with the implementation and promotion of programs, policies, and services provided by the company by acting as the customer's first line of contact
Documents all contacts with the department's case management software
Escalates calls as necessary to the appropriate staff
Helps to maintain electronic employee personnel files, including scanning of employee documents and filing as necessary Special projects as assigned
High school diploma or equivalent
Ability to handle a high volume of customer calls daily, while maintaining a focus on customer service and professionalism
Ability to navigate multiple computer applications and databases with the ability to utilize a keyboard efficiently
Ability to work in a highly structured environment
Strong oral and written communication skills
Strong organizational skills, accuracy and attention to detail
High level of maturity, personal initiative, and professionalism
Must be able to maintain strict confidentiality
Attendance and punctuality are essential
Experience working within an HRIS/HCMS
Knowledge of Human Resources and/or Payroll processes is preferred
Previous customer service or call center experience
Associates or Bachelor's degree in Human Resources or similar degree is preferred
We put our people first at Heartland Dental, and that shows in our generous benefits package.
Company retains the sole discretion to change the duties of the position at any time.
We provide all employees and applicants for employment the protections of federal, state, and local laws affording equal opportunity in employment.