Job Description

Contract: 12 month contract

Pay: Up to $28.57 an hour, W2

Location: Boca Raton, FL 33487 (Hybrid)

Job Description:

The Tier 1 HR Advisor supports employee and manager inquiries related to the full employee lifecycle ("Hire to Retire") and HR policies. This role communicates via phone, chat, and other digital tools to provide timely and accurate resolutions while maintaining excellent customer service standards. Advisors are expected to thrive in a high-volume, fast-paced environment and consistently meet key performance metrics.

Key Responsibilities:

1. Perform daily transactional HR processing in Workday and other systems.
2. Manage high volume of calls, chats, and messages in a contact center setting.
3. Meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
4. Use knowledgebase and desktop tools to resolve employee/manager inquiries.
5. Listen attentively and deliver accurate, empathetic solutions.
6. Offer guidance on using HR systems such as Workday and Kronos.
7. Communicate professionally and collaborate effectively with internal teams.
8. Escalate complex cases to Tier 2 or management as appropriate.
9. Maintain thorough documentation in the case management system.
10. Protect sensitive information, ensuring compliance with privacy laws and company policies.
11. Provide courteous, efficient service on every interaction.
12. Write clear and detailed case notes and resolutions.
13. Report trends and potential process improvements to management.
14. Contribute to improved communication and service center efficiency.
15. Build and maintain positive working relationships with stakeholders.
16. Engage professionally with diverse employee populations at all levels.

Minimum Required Qualifications:

• High school diploma or GED
• 1-3 years of work experience (customer service experience preferred)
• Excellent organizational and time management skills
• Strong verbal and written communication skills
• Customer-first mindset and attention to detail
• Ability to work both independently and as part of a team
• Basic understanding of HR and cross-functional processes

Preferred / Nice-to-Have Qualifications:

• Experience with Workday or other HRIS systems
• Familiarity with case management tools and HR Portals
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
• Six Sigma certification a plus

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.

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