Employee Support Specialist I (Remote Opportunity Available) at KinderCare Education LLC in Portland, Oregon

Job Description:

About KinderCare Education

KinderCare Education operates more than 1,380 early learning centers, and more than 560 Champions sites, supported by a corporate team of nearly 600 headquarters employees in Portland, Oregon. In 2019, KinderCare Education earned their third Gallup Great Workplace Award - one of only 39 companies worldwide to win this award.

• In neighborhoods with our KinderCare  Learning Centers that offer early childhood education and child care for children six weeks to 12 years old
• At work through KinderCare Education at Work™, family benefits for employers including on-site and near-site early learning centers and back-up care for last-minute child care
• In local schools with our Champions  before and after-school programs.

Position Summary:

At KinderCare Education (KCE), we value the commitment our employees make to provide the best possible experience for the children and families we serve- this deep dedication to our mission inspires us each day to extend that same level of exceptional service to our employees.

The HR Support Center Specialist provides HR customer service support to all KCE field and National Support Center employees, and reports directly to the Manager of Employee Benefits Support.

As HR Support Center Specialist, you are responsible for providing exceptional customer service, guidance, and communication to KCE employees and managers on all company programs and initiatives over the phone, with a specialized focus on Human Resources and Total Rewards programs. You will serve as the primary contact for inbound HR related calls and will use your knowledge base and case management tools to help employees and managers resolve their human resources inquiries. You will also be responsible for ensuring Total Rewards program enrollments are completed accurately and that inbound calls are escalated to appropriate HR Support Teams as needed. You will be accountable for providing status reports and call analysis to Department leadership, and working cross-functionally with HR Teams to enhance HR service levels.

Duties & Responsibilities :

• Provide guidance and answer general HR and operations questions within established service level standards.
• Be the liaison between employees and specialized departments (including but not limited to, Total Rewards, Benefits, Payroll, Risk, Employee Relations, Recruiting, HRIS).
• Route escalated calls to appropriate specialized departments within the HR Teams as necessary.
• Assist in enrollment, changes, or disenrollment of benefit plans.
• Share KCE Total Rewards program knowledge with employees and help employees make informed Total Rewards decisions.
• Document all calls and outcomes within the Department's case management software.
• Provide status reports to Management and Department Leads within the established timeframe.
• Partner closely with team leads and managers on complex and/or multilayered cases, trend identification, and risk mitigation.
• Uphold KCE Culture and support the execution of company initiatives.
• Assist peers as necessary and provide training for incoming staff.
• Support Total Rewards and HR teams with other duties as assigned.

Qualifications

Basic Qualifications:

Minimum 1-2 years of related experience in a Human Resources, Operations, or Customer Service function.

Additional Qualifications:

• Associates or Bachelor's degree preferred.
• General knowledge of HR practices preferred.
• Must have proficiency with Microsoft Office Suite.
• Case management systems and/or database experience preferred.
• Must be able to work in a fast-paced, deadline driven environment. Must be able to prioritize work and manage time independently.
• Must be able to multi-task and adapt to shifting priorities. Be comfortable working in an evolving organizational structure.
• Must be able to work independently and as part of a team.
• Must have excellent interpersonal and writing skills.
• Must operate with a high degree of confidentiality and demonstrate respect and due diligence in sensitive situations. Must use exceptional judgment in case management.
• Must be able to build trust and credibility with customers.
• Must have an outstanding customer focus, organization, and attention to detail.
• Must possess a general curiosity and willingness to problem solve.

Key Competencies for Success:

• Excellent interpersonal and communication skills; is able to communicate to diverse groups of people.
• Strong problem solving abilities; can be objective and handle ambiguity well.
• Customer service oriented; establishes strong relationships with customers and gains their trust and respect.
• Process and detail oriented; uses time effectively and resourcefully.
• Good judgment and discretion; keeps confidences and admits mistakes.
• Flexible and adaptable; can shift gears comfortably.
• Empathic; genuinely cares about people and wants to help.

KinderCare Education is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, military or veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.

KinderCare Education employs more than 32,000 team members across 1,700 locations nationwide. Our devoted family of education providers leads the nation in accreditation and includes KinderCare Learning Centers, KinderCare Education at Work, Champions Before- and After-School Programs, Cambridge Schools ™ , Knowledge Beginnings and The Grove School.

KinderCare Education is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, military or veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.

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