Jefferson, Louisiana

Our associates celebrate lives. We celebrate our associates.

Consider the possibilities of joining a Great Place to Work!

Delivers exceptional customer service to ensure efficient execution of administrative and system related HR functions in a shared services environment with focus on resolving Manager and Associate issues in one call. Serves as a technical support assisting with investigating and resolving HR related customer inquiries or issues. Researches issues and escalates as appropriate.

**JOB RESPONSIBILITIES**

**Support**

+ Performs Level 1 customer service support by responding professionally to customer inquiries:

+ Responds to inbound phone calls, employee self-service tickets, and emails and ensure that effective action is taken

+ Assists associates in using web-based service tools

+ Initiates outgoing calls when call-back is required

+ Uses procedures, policy manuals, knowledgebase and other reference materials to assist in answering customer (associate/manager/former associate/applicant) inquiries and resolving customer issues

+ Communicates HR or System objectives, policies, and procedures when necessary to respond to associate inquiry

+ Uses call tracking/monitoring system to document all customer inquiries, issues and transactions

+ Makes escalated judgement decisions and provides resolution as dictated by Company policy

+ Works as a team member with other members of the Shared Service Center, focusing on customer service

+ Assists with the implementation of programs, policies, and services provided by the company by acting as the associate’s first line of contact

+ Performs reviews of Frequently Asked Questions/New Policy and Procedure lists to identify steps needed to answer associate inquiries and adds new questions or issues to database

**Research, Analysis and Data Maintenance**

+ Performs system maintenance for associate data as directed and in compliance with Company policy

+ Research, analyze and resolve problems or questions presented by associates or senior leadership using knowledge of systems and HR functions.

+ Recognizes unusual events or consistent problem areas and works with management to resolve

+ Provides recommendations or suggests methods to update, simplify, and enhance processes, procedures, and technologies

+ Audits information and processes as directed for completeness and accuracy and follows up as appropriate

+ Provides information to managers for reporting

**EDUCATION/Experience/MINIMUM Requirements**

**Education:**

+ High school diploma

**Experience:**

+ One (1) year business office experience specializing in using/supporting business systems

+ One (1) year customer service

**Knowledge, Skills & Abilities:**

+ Excellent verbal and written communication skills

+ Excellent organizational and interpersonal skills required

+ Proficient in PC & Microsoft Office

+ Ability to toggle between multiple software programs

+ Excellent data entry skills

+ Superior organizational and interpersonal skills

**Work Conditions**

**Work Environment**

When considering the work environment associated with this job, the following factors may apply:

+ Work indoors and outdoors during all seasons and weather conditions

+ Limited amount of local and/or multiple location traveling required

+ Professional Dress is required when in contact with families.

**Work Postures**

When considering the work postures associated with this job, the following factors may apply:

+ Frequent, continuous periods of time standing, up 6 hours per day

+ Sitting continuously for many hours per day, up to 6 hours per day

+ Climbing stairs to access buildings frequently

**Physical Demands**

When considering the physical demands associated with this job, the following factors may apply:

+ Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage

**Work Hours**

When considering the work hours associated with this job, the following factors may apply:

+ Working beyond “standard” hours as the need arise

Postal Code: 70121

Category (Portal Searching): Human Resources

Job Location: US-LA - Jefferson

Jefferson, Louisiana

Who we are. What we do.

We’re more than North America’s largest single provider of funeral, cremation and cemetery services. We are mothers, fathers, sisters, brothers, sons and daughters who are devoted to the communities where we live and work. We are more than 25,000 dedicated individuals who provide caring assistance to families in need, honor veterans and public servants and deliver lifesaving programs to help keep children and seniors safe.

Our Purpose

Service Corporation International is dedicated to compassionately supporting families at difficult times, celebrating the significance of lives that have been lived, and preserving memories that transcend generations, with dignity and honor.

As used herein, “SCI” refers to Service Corporation International and its affiliated companies.

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