Sr. Specialist, myHR

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The myHR team members are the first point of contact for all HR questions, including Payroll, Manager Self-Service, Employee Data, New Hire Onboarding, Learning, Timekeeping, Performance Management processes and Benefit inquiries. This role serves as the primary customer contact utilizing a knowledge base and case management tool along with a multi‑line phone, email, chat, and ticketing system. The Senior Specialist acts as a resource for other team members, handles escalated inquiries from other representatives and must be able to handle stressful situations with a professional attitude and provide a positive customer experience.

The position serves as an operational lead in coordinating customer‑facing services and training sessions for the team. This role requires a strong subject matter expertise in HR policy, programs, and procedures. This role will exercise autonomy when consulting on escalated employee issues and determine adequate resolutions to escalated employee concerns. This role serves to coach, mentor and educate Specialists on the nuance of their roles and is essential in developing deep subject matter expertise in HR policy, programs and procedures with the team.

The Senior Specialist role is central in coordinating and communicating in real‑time and developing mitigation strategies for events that drive contacts into the myHR team.

This is a hybrid role (3 days/week in the office) and will be based in Overland Park, KS.

• Answer and resolve a high volume of HR related inquiries (i.e. payroll, benefits, timekeeping, and HR policies) via emails, phones, tickets, and chat system to ensure first time resolution.
• Troubleshoot and provide technical support to exceed service levels while referring employees to appropriate departments as needed.
• Act as a central point of contact by researching, resolving, and responding to all escalated calls and issues and communicate status to supervisor/manager on a timely basis.
• Troubleshoot and resolve issues that might prevent timely processing or result in data integrity issues.
• Maintain ownership of issues and lead operational duties by monitoring the mailbox, phone queue, ticketing queue, and chat system to ensure resolution is reached and communicated to the customer within the Service Level Agreement.
• Communicate status of resolutions to supervisor/manager.
• Serve as a Subject Matter Expert for Tier 1 Support for HR programs, processes, and support policies in order to provide accurate solutions to customers and assist other team members in issue resolution.
• Identify process improvement opportunities that enhance the quality and efficiency of the HR Services team and the Employee Experience.
• Create and maintain documentation for the existing knowledge base tool (Internal Portal that houses HR Services information).
• Also responsible for other Duties/Projects as assigned by business management as needed.

Qualifications

• High School Diploma/GED;
  Bachelors Degree preferred
• 2-4 years experience in HR environment, or strong Call Center/Customer Service background.
• 2-4 years experience around HR data and analysis preferred.
• Up to 2 years experience working and contributing to projects.
• Intermediate knowledge of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, SharePoint, One Note)
• Intermediate Knowledge of HR applications, including ADP, Kene Xa, Workday, Cornerstone, Zendesk ticketing systems, and various vendor sites
• Consistently work within department and company guidelines and the ability to maintain advanced knowledge of company policies and procedures.
• Customer Service
• Attention To Detail
• Analytics
• Problem Solving
• Communication skills

• At least 18 years of age

• Legally authorized to work in the…