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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong client service skills through effective communication and problem-solving abilities, with a focus on data accuracy and collaboration across teams. Proficient in analyzing HR-related cases and utilizing relevant software to deliver timely resolutions.
Highest-signal resume keywords
Client ServiceData AnalysisWorkday ExperienceHuman Resources Management Systems (HRMS)Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Mathematical OperationsCritical AnalysisCase ResolutionData AccuracyProblem-Solving
Soft Skills
CollaborationProfessionalismInterpersonal SkillsTime ManagementIndependence
Tools & Technologies
WorkdayHRMSICIMsDimensions
Industry Keywords
HR SupportPayrollBenefitsTimekeepingEscalated Cases
About the role
Key responsibilities & impact- Provide client service through phone, email, and chat communication with inbound callers
- Receive, resolve, and document HR and training support requests
- Research and resolve escalated cases, associate care cases, and HR systems transactions
- Analyze data sources, determine resolutions, document situations, and explain outcomes to associates
- Answer calls and support Payroll, Tax Training Support, Benefits, and Timekeeping departments
- Resolve complex cases accurately within service level agreements (SLAs), partnering with subject matter experts
- Interpret client needs and use software to find resolutions
- Deliver accurate, prompt, and professional customer service
- Analyze situations, identify actions, and provide guidance or escalation
- Collaborate with team members and leaders to exceed case resolution expectations
- Ensure data accuracy and use all relevant resources and data sources in case resolution
- Identify case volume trends and partner with leadership on resolution
- Partner with management on casework, workload, and development
- Participate in training and coaching other PRC representatives
- Participate in outbound calling campaigns and internal team projects as needed
- Participate in on-camera one-to-one and weekly team meetings
Requirements
What you’ll need- High school diploma or equivalent
- Ability to apply mathematical operations
- Ability to critically analyze reports
- Ability to handle multiple tasks and projects simultaneously
- Ability to interact effectively with all levels of the company
- Systematic problem-solving through analysis and evaluation of alternative solutions
- Ability to work effectively in a diverse work group and collaborate with multiple cross-functional teams
- Ability to work independently with a high degree of accuracy, thoroughness, and professionalism
- Excellent oral and written communication skills
- Minimum 2 years of related work experience
- Associate’s degree in business or another related field, or equivalent combination of education and experience (preferred)
- Experience with Workday, Human Resources Management Systems (HRMS), iCIMs tracking and onboarding, Dimensions, or other payroll-related systems (preferred)
Benefits
Comp & perks- Competitive pay
- Medical and prescription drug coverage for qualifying associates and eligible dependents
- H&R Block Retirement Savings Plan (401(k) Plan)
- Employee Assistance Program
- (Virtual) fitness center programs
- Associate discount program
- Business Travel Accident Insurance
- Associate Tax Prep benefit
- Continuous learning and support for well-being
- Part-time schedule of 25 to 30 hours per week, adjustable within maximum monthly part-time hours
- Remote work