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Revera is a leading owner, operator and investor in the senior living sector. We offer seniors' apartments, independent living, assisted living, memory care and long term care. We understand how to create the best experience for people living in a Revera home. We believe everyone should have the opportunity to live a life of purpose, and we create environments that make that possible.
Our mission is to celebrate the human spirit in every way possible - and that applies to both our residents and our employees. There's a lot that goes into being a member of our team - and there's a lot that you'll get out of the experience too. We go the extra mile to ensure that each member of our staff feels safe, secure, enriched and empowered in their role. So that everyone under our roof is given the opportunity to thrive, grow and make the most of every day.
Vaccines are a proven, safe and powerful weapon in our battle against COVID-19. Now that vaccines are widely available and recognizing that many of our staff are already vaccinated, vaccination will be a condition of employment for new hires, except when impossible due to legitimate, established exceptions. The vaccine must be a two-dose COVID-19 vaccination series approved by Health Canada. This is one more important step to protect both our residents and staff as we continue to battle this deadly virus.
Mission: Reporting to the Manager - HR Service Centre, the HR Service Centre Coordinator (HRSC Coordinator) will provide exceptional customer service in Tier 1 support to managers and employees regarding a wide range of inquiries related to HR policies, procedures and information (data). An effective HR Service Centre will result in improved/ adequate understanding HR policies and procedures across client groups.
Effective Tier 1 inquiry support is provided to internal clients;
Standard information requests regarding HR policies and procedures are responded to accurately and on a timely basis;
? Complex inquiries are appropriately escalated; ? Appropriate tracking and ticketing procedures are followed to enable continuous process improvement; and
Appropriate Tier 1 inquiries are addressed on a first call resolution basis.
Act as liaison between the clients and HR escalation teams;
Provide a single view of the organization for HR related problems and inquiries;
Handle inbound calls, cases to identify the client needs, process necessary transactions, find and provide answers to customer questions and escalate issues as required;
Initiate outbound calls/contact for issue resolution and follow-up;
Collaborate with other cross-functional team members to resolve employee issues in a thorough and timely manner;
? Promote Direct Access by coaching clients, redirecting to on-line resources; ? Adhere to all service level agreements (SLA's) established by HRSS and appropriately documents case details and relevant information in the case management system;
? Uphold and promote the organization's values and philosophy relating particularly to ethics, morality, and integrity as set out in Revera's Code of Conduct; and ? To complete other duties as assigned.
Required Education, Credentials and Experience:
Post-secondary degree or diploma in Human Resources, Business Administration or equivalent;
Customer service experience supporting Human Resources preferred;
Work collaboratively with others, creating partnerships with management, human resources and colleagues;
Outstanding customer service skills and dedication to providing exceptional customer care with a focus on quality customer service;
Excellent written and verbal communication skills are essential;
Exceptional listening, problem solving and analytical skills;
? Demonstrate a strong sense of urgency, have a positive attitude, proactive approach, strong work ethic, work in a team setting; ? Ability to demonstrate a high level of confidentiality and discretion at all times; and
Experience with Workday and Kronos an asset.
Experience with Customer Service Ticketing system is an asset.
Effectively elicit first-hand customer information and use it to resolve their queries;
Adept at establishing rapport with customers and act with the customer in mind;
Deal well with complex and unfamiliar information;
Readily learn and apply new information and skills on the job;
Planning & organizational skills with proven ability to manage competing priorities; and
Ability to demonstrate a high level of confidentiality and discretion at all times.
Revera is committed to ensuring that all employment practices are inclusive. As an organization we are committed to providing and arranging accommodation for candidates upon request.