HR Services Analyst - ER Phone Support

The HR Services Specialist is a service focused individual contributor responsible for delivering superior customer service and providing quality and timely information to current and former associates (throughout their employment journey or lifecycle) regarding their general HR inquiries. This role will perform administrative tasks in support of service center processes, as well as leverage case management for tracking requests referencing knowledgebase for information and may transfer or escalate inquiries that cannot be resolved. The HR Services Specialist will serve as a subject matter expert and mentor for the global HR Services team with regards to knowledge, HR practices, training and regulations as related to the processing of HR transactions. This role is required to have a deep and broad level of knowledge of Lowe’s HR transactions, interact with multiple individuals simultaneously and have the ability to multitask, prioritize responsibilities and demonstrate flexibility in a productivity focused, high volume and fast-paced environment. In addition, this role must adhere to strict confidentiality practices.

• Serve as a first point-of-contact through telephonic, electronic (email, text, chat), or paper-based interaction channels for current and former Lowe’s employees, regarding questions related to portal navigation, the Open-Door Program and HR policies and procedures.
• Answers general questions regarding portal navigation, the Open-Door Program and HR policies and procedures, referring to an online knowledge base for information and guidance.
• Uses a case management tool for recording and administering requests and may assist other service center employees with opening, recording, processing, or closing cases in the tool.
• May seek guidance or transfer more complex and/or confidential inquiries/requests to the Supervisor or Manager.
• Assure information is complete, accurate, and approved by appropriate superior.
• Perform intake, sorting, tracking, and distribution for documents that arrive at the service center for processing (e.g., mail) and other duties as assigned.
• May assist with basic transactions as assigned according to proper procedure, policy, and direction.
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