Job Description:

Answering large number of employee telephone inquiries, providing guidance, troubleshooting problems, providing HR policy information, and following up with employees about issue resolution, all while meeting department goals for accuracy and service times.

Additionally, your role will include:

• Providing information and coaching to employees to ensure they have the data/tools they need to solve future issues
• Building and maintaining internal and external relationships with local, division, corporate HR, back office contacts, and customers
• Participating in the annual Benefits Open Enrollment event, which includes training, customer interaction, assisting with benefit election inquiries, testing, and pre/post Open Enrollment data activities
• Effectively working with 3rd party vendors and KBS internal departments to efficiently resolve issues on behalf of the customer
• Recognizing, documenting, and alerting your supervisors of trends in employee calls
• Identifying, recommending and owning process improvements

Work Experience Required:

• Proven customer service skills, including the ability to deal with stressful situations with empathy, while remaining courteous, patient, and professional
• Ability to accept and process employee transactions, maintaining a high level of quality, accuracy, and attention to detail, sometimes within tight deadlines
• Superior verbal and written communication skills, include the ability to alter communication styles to better serve your customers
• Effective troubleshooting skills, including the ability to diagnose issues correctly through effective listening, probing questions, and knowledge application, while acting as advisor and consultant to resolve issues
• Ability to multi task and document call activities while engaging with the employees over the phone
• Ability to go above and beyond to understand the customer`s needs, and demonstrate a detailed understanding of the policies, procedures, and protocols needs to resolve the situation consistently and accurately
• Ability to recognize areas for process improvement
• Planning, organizing, and negotiating skills
• Proactive and self-motivated
• Ability to build trusting relationships
• Ability to utilize research material to advise on a course of action
• Foundational understanding of both payroll and benefits functions
• Complete call logs and reports
• MS Office (Word, Excel, PowerPoint)
• Flexibility and adaptability in accepting new directions and tasks related to professional responsibilities
• Strong team player
• Project management skills

Work Experience Preferred:

• SAP HR Skills
• LOA/FMLA processing knowledge
• Demonstrated high aptitude in mathematics preferred

Education Required:

College degree in HR or Business related field, or equivalent work experience

Education Preferred:

PHR Certification a plus

Koch Business Solutions, LP is the centralized shared service company that provides assistance with information technology, human resources, finance and accounting, and facilities management for many global businesses of Koch Industries, Inc., one of the largest private companies in America. Koch companies, such as Georgia-Pacific and INVISTA, employ about 60,000 people with a presence in 60 countries and manufacture popular brands such as Quilted Northern and Angel Soft bath tissue, Brawny paper towels, Dixie brand tabletop products, as well as own brands including LYCRA fiber, STAINMASTER carpet and more. This diverse variety of businesses and their evolving demands create an inspiring work environment and incredible potential for long-term career opportunities.

To learn more about Koch Business Solutions visit us at: www.kbslp.com

We are an equal opportunity employer. M/F/D/V
Except where prohibited by state law, all offers of employment are conditioned upon successfully passing a drug test.

This employer uses E-Verify. Please visit the following website for additional information:

www.kochcareers.com/doc/Everify.pdf