Shared Services Representative - Learning Care Group, Inc.

Join a strong community where all we do is care-for the children and families we serve every day, as well as for our dedicated team members. Our people are our best asset. We listen and we know what you're looking for:

• You want benefits. We support you with a minimum 50% childcare discount, immediate access to benefits, innovative health programs, 401(k) company match, and much more.
• You want balance. We offer flexible schedules that work for you, no nights or weekends, the ability to bring your children to work with you, and paid time off.
• You want opportunity. We invest in your future with ongoing training, tuition reimbursement, credential assistance, and our unique Master Teacher Program.
• You want recognition. We provide a positive, fun workplace where employees are appreciated.

Job Summary:

The Shared Services Representative will be responsible for working within the Shared Services call center handling incoming inquiries from the Field and Support Central employees regarding a variety of Human Resources, Talent, Payroll, HR Operations, Compensation, Training Support, and Total Rewards inquiries. This role will serve as first tier response and strive for first call resolution on all matters working to escalate to the appropriate second tier subject matter expert for resolution when needed. The job of Shared Services Representative can be performed in the following states: AL, AZ, AR, CT, DE, FL, GA, ID, IL, IN, IA, KS, KY, LA, ME, MD, MA, MI, MN, MO, NE, NV, NJ, NM, NC, OH, OK, OR, PA, RI, SC, SD, TX, UT, VA, WI, and WY.

Essential Functions:

• Respond to incoming calls, emails, cases, and concerns from employees regarding a variety of Human Resources, Talent, Payroll, HR Operations, Compensation, Training Support, and Total Rewards inquiries.
• Ensure each inquiry is handled with integrity and maintain the confidentiality of employee personal information. 
• Identify high frequency trends regarding inbound calls daily/weekly and escalate to HR Data Integrity Manager for further review.
• Accurately log all calls, emails, and cases in ServiceNow.  Update existing cases or open new cases immediately upon ending the call. Assign Tier 2 calls to Human Resources, Talent, Payroll, HR Operations, 
• Gather data from the Company HR system, and research employee concerns. Leverage internal collateral, Company intranet (Employee Lounge), employee communications, policies, and subject matter experts to provide resolution.
• Effectively communicate response and next steps to employees and document in ServiceNow. 
• Assist with training new team members, as necessary.
• Work collaboratively within the team to maintain accurate internal collateral and resources.

Minimum Job Qualifications:

• High School diploma required.
• Minimum 1 years of call center experience or experience handling high volume of inbound phone calls. 
• Minimum 1 year experience customer service experience.
• Experience in Operations, Human Resources, Benefits, HRIS, and/or Payroll preferred.
• Experience in Early Childhood Education field preferred.

Learning Care Group is an equal opportunity employer and will not discriminate against an employee or applicant based on race, color, religion, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status or any other protected status under federal, state, or local law.