HR Service Delivery Representative - Tier 1; Hybrid

Sunrise, FL - USA

Our NAPA Direct T1 Service Desk Representatives Service Delivery Specialists deliver high quality, personalized customer service in a team-based HR Shared Services environment focusing on providing accurate handling of all incoming HR, payroll, benefits and expense related inquiries. Our customers include active and terminated employees, managers and leaders, and Center of Excellence (COE) teams for HR and Finance.

• Provide outstanding customer experience in response to phone and online inquiries
• Triage all case inquiries
• Escalate more complex issues to Tier 2 or the appropriate COE as required
• Resolve inquiries by accessing information in Workday, HR SharePoint, Conga contract management system, and NAPA Direct portal
• Respond to phone or online help requests on navigating the HR Portal and other HR related systems
• Complete Verifications of employment requests, as applicable
• Partner with Payroll and other COEs, as appropriate to resolve issues
• Assist in explaining policies and providing guidance on various HR, payroll, finance, and Workday processes
• Manage workload efficiently to fulfill commitments in accordance with established service level agreements (SLAs)
• Review employee relocation expense reimbursement & coordinate payment with payroll
• Process employee referral payments in Workday
• Support employees through the Leave of Absence (LOA) process
• Lead the repayment process between NAPA and employees; producing letters, communicating payments received and coordinating with collection agency

• Associates Degree, Bachelor's Degree Preferred
• 1 Year Experience in HR Shared Service environment
• Knowledge of HR, Payroll, Benefits concepts and terminology
• Strong ability to grasp information quickly and probe effectively when required
• Effective research, problem-solving and follow-through skills
• Excellent organizational skills and the ability to prioritize requests and duties
• Excellent interpersonal skills with a high degree of tact and diplomacy to diverse audiences
• Demonstrate strong customer service orientation
• Ticket resolution
• Confident phone presence
• Strong attention to detail
• Ability to remain positive under pressure
• High integrity, sound judgment and discretion regarding the handling of confidential information
• Flexibility to handle changing work demands

• Workday (HCM) and Service Now (Case management) knowledge/experience strongly preferred

• Salary: $23-$26 hourly
• Generous benefits package, including:
• Paid Time Off
• Health, life, vision, dental, disability, and AD&D insurance
• Flexible Spending Accounts/Health Savings Accounts
• 401(k)
• Leadership and professional development opportunities

This is a remote position; however we prefer candidates that reside within driving distance to Melville, NY, Raleigh, NC, or Sunrise, FL.

North American Partners in Anesthesia is an equal opportunity employer.