People Connect Senior Representative
DPR Construction, Newport Coast, CA, United States
People Connect Senior Representative
The People Connect Senior Representative plays a critical role in delivering high-quality People Practices customer service as part of our People Practices (PP) team. This individual contributor is responsible for providing inquiry and transactional support services to PP customers including, addressing day-to-day HR inquiries, and facilitating basic data transactions. The role involves using case and knowledge management tools, telephony, chat, online cases, and email to resolve PP customer inquiries, requests and ensure timely, accurate support. This team operates collaboratively with internal stakeholders and shares knowledge to foster continuous improvement and alignment with organizational priorities. This role will report to People Connect Services Leader. Key Responsibilities: Uses case and knowledge management tool, telephony, chat, online cases, and email platforms to answer and complete basic People Practices (HR) inquiries, work/life data transactions, and requests from PP customers. Initiates, processes, and accurately documents PP transactions, ensuring compliance with procedures and data privacy standards. Provides courteous and professional support, striving for positive experiences during every interaction and escalating more complex issues according to established protocols. Maintains up-to-date knowledge of PP policies, practices, and programs. Proactively share insights and best practices within the team to improve service quality. Adheres to case and service delivery standards, including data entry, documentation, and audit requirements. Supports organizational commitment to compliance and continuous improvement. Identifies and triages inquiries for appropriate handling, escalate complex cases, and follow up to ensure resolution and closure. Utilizes Workday, ServiceNow, and other PP systems for data transactions and inquiries; troubleshoots basic system issues as needed. Trains and shares experiential experience with People Connect Representatives and identifies ways of working that will foster inclusivity and engagement with all employees. Proactively suggest improvements to Leader regarding improvements to current processes, policies and programs and identify areas for innovation and where to add to the employee value proposition. Education Qualifications: High School Diploma. Bachelor's degree preferred. Work Experience: 6+ years of related experience, or an equivalent combination of training and experience. Experience with Workday and ServiceNow systems a plus. Experience in a People Practices (Human Resources) service delivery center is a plus. Language Certifications and Licenses: Bi-lingual (English and Spanish) both written and oral is required. Work Environment: Inside - inside environmental conditions or standard office environment Constantly, 67% - 100% Physical Activity: Hearing - receiving detailed information through oral communication and making fine distinctions in sound. Constantly, 67% - 100% Repetitive Motions - substantial movements (motions) of the wrists, fingers, and/or hands. Frequently, 34% - 66% Sitting - particularly for extended periods of time. Frequently, 34% - 66% Talking - expressing or exchanging ideas by means of the spoken word. Frequently, 34% - 66% Vision - distinguishing characteristics of objects using the eyes. Constantly, 67% - 100%
The People Connect Senior Representative plays a critical role in delivering high-quality People Practices customer service as part of our People Practices (PP) team. This individual contributor is responsible for providing inquiry and transactional support services to PP customers including, addressing day-to-day HR inquiries, and facilitating basic data transactions. The role involves using case and knowledge management tools, telephony, chat, online cases, and email to resolve PP customer inquiries, requests and ensure timely, accurate support. This team operates collaboratively with internal stakeholders and shares knowledge to foster continuous improvement and alignment with organizational priorities. This role will report to People Connect Services Leader. Key Responsibilities: Uses case and knowledge management tool, telephony, chat, online cases, and email platforms to answer and complete basic People Practices (HR) inquiries, work/life data transactions, and requests from PP customers. Initiates, processes, and accurately documents PP transactions, ensuring compliance with procedures and data privacy standards. Provides courteous and professional support, striving for positive experiences during every interaction and escalating more complex issues according to established protocols. Maintains up-to-date knowledge of PP policies, practices, and programs. Proactively share insights and best practices within the team to improve service quality. Adheres to case and service delivery standards, including data entry, documentation, and audit requirements. Supports organizational commitment to compliance and continuous improvement. Identifies and triages inquiries for appropriate handling, escalate complex cases, and follow up to ensure resolution and closure. Utilizes Workday, ServiceNow, and other PP systems for data transactions and inquiries; troubleshoots basic system issues as needed. Trains and shares experiential experience with People Connect Representatives and identifies ways of working that will foster inclusivity and engagement with all employees. Proactively suggest improvements to Leader regarding improvements to current processes, policies and programs and identify areas for innovation and where to add to the employee value proposition. Education Qualifications: High School Diploma. Bachelor's degree preferred. Work Experience: 6+ years of related experience, or an equivalent combination of training and experience. Experience with Workday and ServiceNow systems a plus. Experience in a People Practices (Human Resources) service delivery center is a plus. Language Certifications and Licenses: Bi-lingual (English and Spanish) both written and oral is required. Work Environment: Inside - inside environmental conditions or standard office environment Constantly, 67% - 100% Physical Activity: Hearing - receiving detailed information through oral communication and making fine distinctions in sound. Constantly, 67% - 100% Repetitive Motions - substantial movements (motions) of the wrists, fingers, and/or hands. Frequently, 34% - 66% Sitting - particularly for extended periods of time. Frequently, 34% - 66% Talking - expressing or exchanging ideas by means of the spoken word. Frequently, 34% - 66% Vision - distinguishing characteristics of objects using the eyes. Constantly, 67% - 100%