• Job Description

  Req#: JR102646

  For nearly 20 years, TheKey (formerly Home Care Assistance) has helped clients achieve successful long-term aging at home with comprehensive, concierge-based care. Ensuring the dignity, safety, and independence of its clients, TheKey is committed to changing how the world lives and ages at home. Employee-teams get the training, resources, and support they need to deliver an exceptional care experience for clients and their families. Founded in Silicon Valley, TheKey has grown from a single location to service coverage throughout North America enabling clients to live life on their own terms, in their own homes. View our video to learn more about TheKey.
  

  
  

  Essential Duties and Responsibilities:

  • Serve as a first contact to answer and resolve team member questions by collecting, researching, and analyzing information while using thorough knowledge of HR policies, procedures, and internal HR Service Center processes.
  • Independently prioritize a high volume of incoming phone calls/texts, cases, and emails, utilizing a triage approach to work and resolve, escalate to the Senior HR Service Center Specialist, or refer the inquiry to a partnering department and/or HR Center of Excellence for subject-matter-expert resolution based on company process.
  • Coordinate resolutions in partnership with HR Centers of Excellence including Corporate Payroll, Benefits, Talent Acquisition, Learning and Talent Development, HRIS, Employee Relations and Compensation.
  • Log and track each customer interaction, including resolution, in the Freshservice® case management system by detailing relevant details and information.
  • Explain HR issues (payroll, benefits) over the phone and within the Freshservice® case management system using current federal and state laws as a guide.
  • Conduct transactions, data updates, and maintain records within Workday in an accurate and timely manner.
  • Meet or exceed departmental call metric objectives and service level standards while performing HR administrative processes.
  • Perform various reports, tasks, special projects, and other duties as assigned.

  Customer Service

  • Provide team members with accurate, consistent, and timely responses and explanations regarding HR related questions with the goal to solve the question or issue at the first initial contact.
  • Determine and address any unstated needs and anticipate additional considerations and questions.
  • Educate and provide first-level assistance to managers and team members with self-service tools and encourage self-service for future minor questions independently.
  • Advocate for team members and facilitate escalated inquiries with HR Business Partners or HR Centers of Excellence, as needed.

  Departmental Support

  • Participate in and share process improvements, building team efficiencies suggestions, and best practices during team huddles and training sessions.
  • Continuously develop knowledge of HR best practices through continuous education and outreach with the HR community and local organizations.
  • May assist with facilitating new team member orientation sessions and orientation administration processes.

  Research

  • Conduct routine research to resolve submitted cases.
  • May assist with more complex research, as assigned.

  Metrics and Goals

  • Performance in this role will be measured in the categories of Customer Service, Quality of work, Issue Resolution and Operations goals provided by the Sr. Manager, HR Service Center

  Systems

  • Workday HRIS
  • Freshservice® Case Management System
  • Microsoft Office products
  • Google Workspace

  Direct Reports: None

  Travel: None to little

  Required Skills, Education and Certifications:

  • Bachelor’s degree or equivalent combination of education and experience
  • 1-2 years fast-paced, Human Resources, contact center, training or recruiting experience
  • Minimum 2 years customer service experience
  • Technical aptitude and experience with multiple systems
  • Organization, priority-setting, and independent critical thinking

  Preferred Skills, Education and Certifications:

  • Bachelor’s degree in Human Resources
  • SHRM Certification
  • Project management leading small to medium sized projects
  • Data analytics and report generation
  • Presentation and facilitation skills

  Work Environment and Culture

  • Work performed primarily in a home-based office environment, consisting of light to moderate physical activity, including use of a computer, telephone, and/or other office equipment.
  • Work must be performed within the expected work hours and schedule including required meetings and on-time attendance.
  • All HRSC team members must adhere to the Mission and Vision Statements, Value Commitments, company policies and customer service standards of TheKey.
  • This position description is a communication tool, does not guarantee employment, and is not intended to be all-inclusive. Team members may be required to perform other duties to meet the ongoing needs of the organization.

  Salary range for this position: $21 to $31 an hour depending on experience.

  #LI-REMOTE
  

  
  Benefits for full time employees

  • Medical/Dental/Vision Insurance
  • TouchCare VirtualCare
  • Life Insurance
  • Health Savings Account
  • Flexible Spending Account
  • 401(k) Matching
  • Employee Assistance Program
  • PTO Plan for Non-Exempt Employees
  • Flexible PTO Plan for Exempt Employees
  • Holidays and Floating Holidays
  • Pet Insurance
    

  TheKey is an equal opportunity employer. TheKey prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.

  
  

  #LI-TK

  
  

  #INDTK

• About the company

  Premier in home care for older adults, seniors and elders. Hourly and 24 hour elder care, home health care and home aides.

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