The following position description contains representative examples of work that will be performed in positions allocated to this classification. It is not required that any position perform all of the duties listed, so long as primary responsibilities are consistent with the work as described. Roles and
responsibilities can often be expanded to accommodate changing business conditions and goals, as well as to tap into the skills and talents of the individuals in the company. Accordingly, associates may be asked to perform duties that are outside the specific functions that are listed.
This position is Temporary for at least a 2-4 week timeframe with the possibility to extend . Working hours will be Monday - Friday (10 am - 7 pm). This is a non benefit-eligible role.
Reporting to the Manager, Resource Center the Tier One Team Member will serve as the first point of contact responsible for the resolution of HR inquiries from OSI employees, Managers, former employees and outside agencies. The Tier One Team Member will respond efficiently to HR inquiries received via phone, email, or the HR Portal, resolving HR issues using call guides and procedures. Individual is expected to project a professional customer service attitude in all interactions and to maintain or exceed customer service standards.
Respond timely and appropriately to requests to the OSI Connect Resource Center using call guides, FAQs, policy manuals, desktop procedures and other reference materials
Provide accurate and consistent answers to customer inquiries
Attempt to resolve the customer's inquiry upon first call/contact
Help customers navigate through HR Information System and other HR technology applications
Identify when customer requests cannot be resolved by Tier 1 and escalate inquiries to appropriate parties within HR or to third party vendors (other areas within OSI Connect Resource Center, COEs, HRBP or external service delivery/vendor contacts)
Log all incoming inquiries in the case management system (accurately and timely)
Abide by documented customer service guidelines when handling customer inquiries
Ensure customer privacy, including confidentiality and security of personal/job data
Assist customers with difficult issues by communicating empathy and helping to de-escalate the situation
Adhere to assigned job schedule; exhibit punctuality and achieve the desired level of attendance
Consistently exhibit excellent verbal and written communication skills, including using proper grammar, tone, clarity, and succinctness when communicating with customers
Provide proactive feedback to OSI Connect Resource Center leadership on ways to improve processes and customer service as necessary
Requirements / Key Capabilities
Spanish apeaking strongly preferred
Associate's Degree or relevant experience required
6 months to 1 year of customer service or call center experience required
Excellent customer service focus and ability to deliver high quality customer service consistently in a professional manner
Strong communication, interpersonal and listening skills
Working knowledge of HR Shared Service Center operations preferred
Ability to deal effectively with dissatisfied customers and maintain composure and professionalism
Attention to detail (particularly with entering data)
Ability to follow standard operating procedures and scripts without variation
General computer skills including the ability to use the range of Microsoft products (i.e., MS Office, Outlook/Exchange) and ability to learn HRIS module (navigate a computerized data entry system) and other HR systems (e.g. applicant tracking system, performance management, etc.)
General analytical and problem solving skills
Ability to deal with ambiguity
Flexibility to accommodate staff scheduling changes
Ability to handle confidential information
Ability to maintain effectiveness amid distractions
Bloomin' Brands, Inc. is an equal opportunity employer. M/F/D/V are encouraged to apply.