Human Resources Customer Service Representative

职位号: 11526
地点: Minneapolis, MN

General Mills is reshaping the future of food. We believe food makes us better. It nourishes our bodies, brings us joy and connects us to each other. As one of the world’s leading food companies, General Mills operates in more than 100 countries and markets more than 100 consumer brands, including Cheerios, Nature Valley, Betty Crocker, Yoplait, Annie’s Homegrown, Old El Paso, Epic Provisions, Blue Buffalo and more. Are you passionate about the future of food? You’ve come to the right table. We want the very best talent to help lead something big.

职位详情

总览及职责

OVERVIEW

The HR Direct Representative is part of the HR Direct Minneapolis team, which consists of nine Representatives, and is part of a larger global services delivery model (HR Direct teams located in Minneapolis, Mumbai, France, Brazil, and China). This role focuses on delivering accurate, high quality, personalized customer service to employees, managers, and HR professionals located in Canada, United States, Mexico, and Spain.

KEY ACCOUNTABILITIES

Responding to Inquiries 

  • Plays a critical role in guiding employees and managers through employee self-service transactions in our HCM system (Workday). Additional inquiries include but are not limited to: navigating our employee portal (G&Me), Payroll, US & Canada Benefits, policies, and general Human Resource matters.  
  • Receives employee inquiries via phone, chat, and submitted cases, and responds to employee inquiries via our case management system (ServiceNow).
  • Works closely with functional departments (e.g., Benefits, Payroll, HR) to ensure process efficiency and the accuracy of information being utilized.  
  • Understands local regulatory requirements for all areas supported 

Processing Transactions  

  • Effectively coaches and teaches managers and employees how to research and transact in G&Me and Workday. Examples include: organization and position management, payroll, benefit and HCM transactions. This requires strong attention to detail and working knowledge of functional requirements (HR, payroll and benefit rules, procedures and regulations).  

Research and Customer Follow-Up 

  • Performs background research and follow-up activities needed to resolve requests that cannot be resolved at the time of initial contact. Conducts the necessary communications with GMI functional specialists and outside vendors, as appropriate, to resolve the issue(s) and communicate results/findings with the customer.  

Process, Policy, and System Improvements 

  • Identifies, reports, and troubleshoots any conditions relating to systems or service center processes that may be adversely affecting customer satisfaction.  
  • Suggests and assists in the implementation of methods to update, simplify and improve HR Direct processes, procedures and technologies to enhance service provided to customers or improve departmental effectiveness. 
  • Recommends enhancements to G&Me or other employee communication pieces that will increase the comfort level of employees with finding answers to questions themselves with available resources.
资格

MINIMUM REQUIREMENTS

  • High School Diploma 
  • Excellent Customer Service Skills and Customer mindset a must (at least 1-2 years’ prior relevant experience)
  • Ability to work from 9am – 5pm is required for appropriate coverage
  • Must be a team player  
  • Strong organizational skills  
  • Ability to multi-task 
  • Strong attention to detail as accuracy is critical  
  • Excellent decision making and problem-solving skills  
  • High integrity, sound judgment and discretion regarding the handling of confidential information 
  • Excellent interpersonal skills with a high degree of tact and diplomacy  
  • Excellent verbal and written communication skills  
  • Highly self-motivated, self-starter with the ability to work independently and prioritize workload  
  • Effective listening skills/demonstrates patience with the ability to empathize and understand where employees are coming from 
  • Demonstrated ability to handle detailed, time sensitive work  
  • Ability to think proactively and manage multiple priorities  
  • Strong analytical, quantitative and critical thinking skills  
  • Flexibility to handle changing work demands 
  • Strong technical skills 

PREFERRED REQUIREMENTS

  • Bi-lingual – English/French or English/Spanish preferred
  • Workday experience is a plus 
  • Previous Case Management experience 
  • Associates Degree/Bachelors degree

总览及职责

OVERVIEW

The HR Direct Representative is part of the HR Direct Minneapolis team, which consists of nine Representatives, and is part of a larger global services delivery model (HR Direct teams located in Minneapolis, Mumbai, France, Brazil, and China). This role focuses on delivering accurate, high quality, personalized customer service to employees, managers, and HR professionals located in Canada, United States, Mexico, and Spain.

KEY ACCOUNTABILITIES

Responding to Inquiries 

  • Plays a critical role in guiding employees and managers through employee self-service transactions in our HCM system (Workday). Additional inquiries include but are not limited to: navigating our employee portal (G&Me), Payroll, US & Canada Benefits, policies, and general Human Resource matters.  
  • Receives employee inquiries via phone, chat, and submitted cases, and responds to employee inquiries via our case management system (ServiceNow).
  • Works closely with functional departments (e.g., Benefits, Payroll, HR) to ensure process efficiency and the accuracy of information being utilized.  
  • Understands local regulatory requirements for all areas supported 

Processing Transactions  

  • Effectively coaches and teaches managers and employees how to research and transact in G&Me and Workday. Examples include: organization and position management, payroll, benefit and HCM transactions. This requires strong attention to detail and working knowledge of functional requirements (HR, payroll and benefit rules, procedures and regulations).  

Research and Customer Follow-Up 

  • Performs background research and follow-up activities needed to resolve requests that cannot be resolved at the time of initial contact. Conducts the necessary communications with GMI functional specialists and outside vendors, as appropriate, to resolve the issue(s) and communicate results/findings with the customer.  

Process, Policy, and System Improvements 

  • Identifies, reports, and troubleshoots any conditions relating to systems or service center processes that may be adversely affecting customer satisfaction.  
  • Suggests and assists in the implementation of methods to update, simplify and improve HR Direct processes, procedures and technologies to enhance service provided to customers or improve departmental effectiveness. 
  • Recommends enhancements to G&Me or other employee communication pieces that will increase the comfort level of employees with finding answers to questions themselves with available resources.

资格

MINIMUM REQUIREMENTS

  • High School Diploma 
  • Excellent Customer Service Skills and Customer mindset a must (at least 1-2 years’ prior relevant experience)
  • Ability to work from 9am – 5pm is required for appropriate coverage
  • Must be a team player  
  • Strong organizational skills  
  • Ability to multi-task 
  • Strong attention to detail as accuracy is critical  
  • Excellent decision making and problem-solving skills  
  • High integrity, sound judgment and discretion regarding the handling of confidential information 
  • Excellent interpersonal skills with a high degree of tact and diplomacy  
  • Excellent verbal and written communication skills  
  • Highly self-motivated, self-starter with the ability to work independently and prioritize workload  
  • Effective listening skills/demonstrates patience with the ability to empathize and understand where employees are coming from 
  • Demonstrated ability to handle detailed, time sensitive work  
  • Ability to think proactively and manage multiple priorities  
  • Strong analytical, quantitative and critical thinking skills  
  • Flexibility to handle changing work demands 
  • Strong technical skills 

PREFERRED REQUIREMENTS

  • Bi-lingual – English/French or English/Spanish preferred
  • Workday experience is a plus 
  • Previous Case Management experience 
  • Associates Degree/Bachelors degree

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