Monitor and manage T1 Salesforce cases, ensuring all cases are addressed within defined service level agreements (SLAs).
Respond to employee inquiries related to policies, procedures, benefits, payroll, and other HR-related topics.
Escalate complex cases to the appropriate Tier 2 or subject matter expert (SME) as necessary.
Maintain accurate and up-to-date case documentation and follow-up notes in Salesforce.
Serve as the first point of contact for employee questions via Salesforce or other communication channels.
Provide accurate and consistent information regarding company policies, procedures, and programs.
Guide employees in using self-service tools and resources when applicable.
Maintain knowledge base for Tier 0 Risepoint Support Chatbot

Bachelor’s degree in Human Resources, Business Administration, a related field or equivalent work experience.
1-2 years of experience in HR, customer service or administrative roles
Proficiency with Salesforce or similar case management systems
Familiarity with HRIS systems (e.g. Workday, ADP)
Excellent verbal and written communication skills
Strong organizational skills and attention to detail
Ability to handle confidential information with integrity
Experience in Shared Services or People Operations environment
Knowledge of HR Policies and best practices
Proficiency in Workday HRIS system

People Coordinator

Key skills