Join ABB and work in a team that is dedicated to creating a future where innovative digital technologies allow greater access to cleaner energy.
Our mission Human Resources (HR) is to help ABB stand out when it comes to our people - from leadership, performance and talent management to rewards and career opportunity. In all that we do, we seek to create competitive advantage by dedicating resources to attracting, developing and retaining talented individuals who are customer-focused, collaborative, innovative and driven.
The role reports to the Employee Life Cycle Management (ELCM) Team Lead and is located in Cary, North Carolina. As a HR Service Specialist, you will be responsible for providing customer service to our employees in the United States (US), Puerto Rico (PR) and Canada (CA). You will be working closely with internal HR teams fielding inbound or outbound calls, handling escalated issues and responding to questions and issues relating to their benefits, payroll and general HR queries in a timely and efficient manner.
Your responsibilities
- Provide day to day customer service with prompt and professional responses to client and internal inquiries via phone and email.
- Provide basic information/guidance relating to Policies and procedures, Payroll, Compensation and Benefits, Performance Management, verification of employment etc.via phone (helpdesk), ticketing systems or via emails as required to ABB employees.
- Interface with Talent Acquisition, Compensation, Benefits, Payroll, Mobility and Employee Life Cycle Management (ELCM) teams in the US, PR and CA.
- Ensure confidentiality and data protection, execution and delivery of information and services according to defined Service Level Agreements.
- Record employee inquiries in an appropriate Information Technology (IT) system (ticket tool).
- Provide necessary research, problem solving and resolution support for clients. Escalate more complex issues to management, as needed.
- Maintain an organized workflow by successfully monitoring and following up on all items assigned, including seeing problems through to resolution and closure with clients.
- Assists with both internal and external audits to ensure complete, timely and accurate responses to information requests.
- Foster a strong customer service culture in the team to ensure a quality service is delivered.
- Builds and maintains relationships by collaborating across business units and departments to foster trust, commitment, accountability and results.
- Perform other related duties as required and assigned.
Your background
- High School diploma and minimum 1 year of experience in resolving human resources (HR), benefits and payroll inquiries.
- Candidates must already have a work authorization that would permit them to work for ABB in the US.
- College degree is preferred.
- Fluent in English and one of the following (Spanish or French).
- 1 to 2 years customer service and case management experience in a shared service environment a plus.
- Optimistic, positive and proactive in approach to work.
- Able to anticipate needs and is self-directed.
- Capability to exercise critical thinking skills to investigate and resolve issues.
- Ability to adapt to changing environment and support of multiple requests.
- SAP, Workday knowledge preferred, but not required.
