Serves as a resource to provide customer service support to employees by responding to employee inquiries, and questions. Provides information regarding company policies, procedures and programs. May be on the phone for up to 85% of working hours. Processes requests/documents, and updates systems while ensuring efficient delivery of customer service to all Team Members and compliance with Walgreens policy, all state/local laws and federal regulations. Work streams include but are not limited to: HRIS, Talent Acquisition, Talent Management, Employee Relations, Employee Services & Records, Mail Services, Compensation and Benefits, and Leave Administration.
Job Responsibilities
• Responds to questions on standard, administrative procedures and practices via multiple channels (e.g., e-mail, phone, case management system). Educates customers of HR Services available to them and encourages self-service instruments such as the HR Portal and other systems when appropriate. Escalates non-routine matters to appropriate individuals.
• Processes HR Shared Services requests such as benefit plan enrollment forms, and leave requests.
• Ensures high-quality standards for all activities, initiatives, and tasks within the designated functional area(s) of responsibility. Adheres to all service level agreements (SLAs) established by the HR functional area(s) / team(s). Appropriately documents case details and relevant information in the case management system.
• Collaborates effectively with others in order to execute tasks and fulfill key deliverables within the HR functional area(s) in order to develop credibility. Integrates efficiently with team members in the functional area(s), seeking input/assistance as needed. Strives to gather and share information to allow for transparent knowledge transfer and effective overall capability of the HR functional team.
• Ensures that all company policies and procedures are adhered to / in compliance with all applicable Federal, state, and/or municipal laws. Understands HIPAA policy and practice to ensure confidential employee information is protected.
• Portrays a positive, professional, customer and delivery orientated image of the company. Seeks to drive results and beneficial outcomes for the HR functional area team(s) and the customer at all times.
• Provides continuous status updates, guidance, and information to customers, key stakeholders, and peers within the HR functional area team(s) to ensure case resolution. Provides feedback and recommends process improvements to management.
• Assists with training new staff on the routine day-to-day tasks.
Walgreens Disclaimer-
Walgreens (walgreens.com), one of the nation's largest drugstore chains, is included in the Retail Pharmacy USA Division of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), a global leader in retail and wholesale pharmacy. Walgreens is proud to be a neighborhood health, beauty and retail destination supporting communities across the country, and was named to FORTUNE* magazine's 2019 Companies that Change the World list. Approximately 8 million customers interact with Walgreens in stores and online each day. As of August 31, 2019, Walgreens operates 9,277 drugstores with a presence in all 50 states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands, along with its omni-channel business, Walgreens.com. Walgreens also provides specialty pharmacy and mail services and offers in-store clinics and other health care services throughout the United States, most of which are operated by our health care strategic partners.
An Equal Opportunity Employer, including disability/veterans.
Basic Qualifications
High School Diploma or GED and at least 1 year of experience working in a customer service environment.
Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
Experience handling employee situations and using conflict resolution skills.
Experience developing ways of accomplishing goals with little or no supervision, depending on oneself to complete objectives and determining when escalation of issues is necessary.
Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.
Experience having access to, working with, and maintaining confidential/sensitive information as part of the normal course of work.
Experience with MS Office Suite.
Preferred Qualifications
Bachelor's Degree.
Experience in Human Resources.
Intermediate level skill in Microsoft Word (for example: inserting headers, page breaks, page numbers and tables and/or adjusting table columns).
Intermediate level skill in Microsoft Excel (for example: using SUM function, setting borders, setting column width, inserting charts, using text wrap, sorting, setting headers and footers and/or print scaling).
HR Certifications.
Experience using Case Management / Workflow tools (Salesforce, Remedy, Siebel, etc.).