HR Service Center Agent

As an HR4U Guide, you'll provide a seamless customer experience to Regeneron's employees and the broader Human Resources community with all inquiries related to HR employee programs and services, HR policies, processes, and procedures. You will be a front-line HR support representative for our employees, working to meet all expected service levels, performance goals and the full scope of services provided while ensuring that each case is fully documented in the Case Management system.

As an HR Service Center Agent, a typical day may include the following:

• Receiving inbound inquiries via multiple channels (phone, web-form, chat), clarifying the needs of the customer and assisting in the resolution of concerns.
• Working with the customer to understand the complexity of their needs and escalating issues to Tier 2 for resolution as appropriate.
• Investigating any areas of issue and determining methods to resolve problems within the acceptable timeframes - routing or raising inquiries as appropriate to ensure timely resolution.
• Upholding HR4U Service Center policies, procedures, work instructions, and SOP's; including meeting operational standards and maintaining customer satisfaction
• Relaying opportunities for improvement of daily processes and assisting in the implementation of these initiatives by highlighting and discussing key changes/improvement programs with the Contact Center team Lead.
• Attending Continuous Improvement project meetings as a subject matter expert representing the customer experience
• Supporting HR Operations in Onboarding activities and documentation support through electronic document management system
• Attending Team meetings
• Completing Monthly Themed Continuous Training Activities
• Perform other tasks as assigned by the leadership team.

This role might be for you if:

• You have a strong phone presence with exemplary customer service skills.
• Strong business acumen
• You're adaptable to swift program changes, developing the skills in proactive critical thinking and problem-solving
• Have computer literacy, including but not limited to working knowledge of Windows operating systems and Microsoft Office products
• Dialer system navigation and management preferred
• HCM/HRIS knowledge preferred
• Familiarity with customer service tools, systems, and methodologies preferred
• Report management and interpretation preferred

In order to be considered for this opportunity, you must possess:
1+ years in a direct customer service position and a strong interest in and / or have professional working experience within HR related service delivery programs. You will need to be Computer-literate with knowledge of common office productivity software and the ability to learn. A bachelor's degree strongly preferred.

Does this sound like you? Apply now to take your first steps toward living the Regeneron Way! We have an inclusive and diverse culture that provides amazing benefits including health and wellness programs, fitness centers and stock for employees at all levels!

Regeneron is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion or belief (or lack thereof), sex, nationality, national or ethnic origin, civil status, age, citizenship status, membership of the Traveler community, sexual orientation, disability, genetic information, familial status, marital or registered civil partnership status, pregnancy or maternity status, gender identity, gender reassignment, military or veteran status, or any other protected characteristic in accordance with applicable laws and regulations. We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application process. Please contact us to discuss any accommodations you think you may need.