HR Services Specialist - Tier 2

Job DescriptionThe impact you'll make: The Tier 2 HR Employee Support Representative is responsible for analyzing and answering escalated and complex HR related queries.  Ensuring effective execution of HR transactions to support both employees and HR professionals experience within agreed service level.The overall team receive activity through case management, phone calls and chat service. Tier 2 will carry out complex HR processes such as payroll, reporting, escalated queries from Tier 1 (first line employee support) and liaison to resolution of queries with Tier 3 e.g. local HRBPs, HRIS, COEs.Essential duties and responsibilities, shown below, will vary accordingly based on assignment.What you'll do: Responds and resolves escalated cases in more complex HR scenarios on multiple channels such as e-mail, phone, case management system. Uses systems to document and escalate as needed following appropriate process.Diagnose problems and leads correction through communication across The Americas.Acts as liaison and escalation point with contacts including local HR, COEs and other key stakeholders.Ensure efficient and accurate resolution of cases within a Shared Service team.Educates employees of HR Services available to them and encourages self-service tools such as the HR Portal and other systems as needed.Researches and resolves all problems in a timely manner. Must be able to work on more than one issue simultaneously and prioritize urgency of requests.Ensures that resolution of escalated requests meet the policy for each process.Utilizes multiple online systems to answer questions, complete requests, and ultimately resolve employee and HR needs.Actively contributes to delivering, maintaining and improving HR services, procedures and processes to increase employee satisfaction, driving performance and achieving results.Responsible for maintaining all compliance requirements of dedicated HR shared service processes.Understands and utilizes HR systems including Workday and the Employee Portal, including Self Service, Knowledge base and Case Management.Performs according to service level agreements.What we're looking for: Required Experience and Skills:Minimum high school degreeEnglish fluency requiredAt least two years' experience in customer service and/ or human resourcesExcellent oral and written communication skills to answer employees' and other stakeholders queries effectivelyExcellent problem-solving skills and strong customer service skillsStrong organizational skills for tracking and documentingAttention to detailAbility to work both independently and in teamsProficient in Microsoft Office applicationsPreferred:Workday or other HRIS experiencePrevious experience using an incident/case management systemHR CertificationExperience in an HR Service Center / Contact Center OperationPerks you'll get: Access to Medical, Dental, Vision, Life and Disability insuranceEligible to elect other voluntary benefits including: Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages401(k) Retirement Plan with company matched contributions.Full training to learn the business and enhance professional skillsEmployee discounts, including discounted prices on the purchase of Avis/Budget carsAccess to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and moreCommunity involvement opportunitiesWho are we? Glad you asked! Avis Budget Group is a leading provider of mobility options, with brands including Avis, Budget & Budget Truck, and Zipcar. With more than 70 years of experience and 11,000 locations in 180 countries, we are shaping the future of our industry and want you to join us in our mission. Apply today to get connected to an exciting career, a supportive family of employees and a world of opportunities."¯ The fine print:Avis Budget Group is an equal opportunity employer - M/F/Veterans/Disabled.This advertisement does not constitute a promise or guarantee of employment. This advertisement describes the general nature and level of this position only. Essential functions and responsibilities may change as business needs require. This position may be with any affiliate of Avis Budget Group.TulsaOklahomaUnited States of America

Created: 2025-05-01