HR Services Analyst - AR Phone Support

The primary purpose of this role is to act as the first point of contact for an associate calling the Open-Door Support team. 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. Perform administrative tasks in support of open-door processes. Uses a case management tool for tracking requests and may transfer or escalate them to other service center parties if the issue cannot be resolved within the team.

• Serve as a first point-of-contact through telephonic, electronic (ticket) 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.
• Assist Senior Representatives, Supervisors and Managers with day-to-day execution of duties and support the team regarding proper procedures, policies, and requirements.
• Assist the HR supervisor with establishing and improving upon defined HR procedures and processing methods to efficiently and accurately meet production and performance goals.
• Assist the HR supervisor with monitoring and evaluating HR transaction work flow and volume in order to meet production and performance goals.

Required:

• High School Diploma or GED

Preferred:

• Bachelor's degree in Human Resources, Business Administration, or a related field (completed or currently in progress)

Experience

Required:

• 2+ years of experience in a high-volume contact center or customer service environment

• Strong computer proficiency, including Microsoft Office applications

• Excellent verbal and written communication skills

• Ability to manage multiple tasks in a fast-paced environment

Preferred:

• Experience supporting Human Resources processes or HR shared services

• Experience with Microsoft Office Suite (Outlook, Excel, Word, and Teams)

• Experience using HRIS, ATS, or case management systems

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