Job Details

Napa Direct T1 Service Desk Representative

Our Napa Direct T1 Service Desk Representatives Service Delivery Specialists deliver high quality, personalized customer service in a team-based HR Shared Services environment focusing on providing accurate handling of all incoming HR, payroll, benefits and expense related inquires. Our customers include; active and terminated employees, managers and leaders, and Center of Excellence (COE) teams for HR and Finance.

Primary Responsibilities:

• Provide outstanding customer experience in response to phone and online inquiries
• Triage all case inquiries
• Escalate more complex issues to Tier 2 or the appropriate COE as required
• Resolve inquiries by accessing information in Workday, HR SharePoint, Conga contract management system, and Napa Direct portal
• Respond to phone or online help requests on navigating the HR Portal and other HR related systems
• Complete Verifications of employment requests, as applicable
• Partner with Payroll and other COEs, as appropriate to resolve issues
• Assist in explaining policies and providing guidance on various HR, payroll, finance, and Workday processes.
• Manage workload efficiently to fulfill commitments in accordance with established service level agreements (SLAs)
• Review employee relocation expense reimbursement & coordinate payment with payroll
• Process employee referral payments in Workday
• Support employees through the Leave of Absence (LOA) process
• Lead the repayment process between Napa and employees; producing letters, communicating payments received and coordinating with collection agency

Required Qualifications:

• Associates Degree, Bachelor's Degree Preferred
• 1 Year Experience in HR Shared Service environment
• Knowledge of HR, Payroll, Benefits concepts and terminology
• Strong ability to grasp information quickly and probe effectively when required
• Effective research, problem-solving and follow-through skills
• Excellent organizational skills and the ability to prioritize requests and duties
• Excellent interpersonal skills with a high degree of tact and diplomacy to diverse audiences
• Demonstrate strong customer service orientation
• Confident phone presence
• Strong attention to detail
• Ability to remain positive under pressure
• High integrity, sound judgment and discretion regarding the handling of confidential information
• Flexibility to handle changing work demands

Desired Qualifications:

• Workday (HCM) and ServiceNow (Case management) knowledge/experience strongly preferred

Total Rewards:

• Salary: $21.17 - $29.12 hourly
• Generous benefits package, including:
• Paid Time Off
• Health, life, vision, dental, disability, and AD&D insurance
• Flexible Spending Accounts/Health Savings Accounts
• 401(k)
• Leadership and professional development opportunities

EEO Statement

North American Partners in Anesthesia is an equal opportunity employer.