Human Resources Service Desk Representative, Total Rewards

Human Resources Service Desk Representative, Total Rewards

The Human Resources Service Desk Representative serves as a primary resource for Heartland Dental employees and managers for generalist level HR related issues, including but not limited to: benefits and compensation; performance evaluations and goals; navigation of the employee self-service HR portal; workers’ compensation, leave of absence, and policy inquiries; general pay inquiries; continuing education and learning management system questions; and issues relating to employee referrals, onboarding, and recruiting systems.

The Human Resources Service Center Representative will develop a working knowledge of HR policies and procedures across the breadth of HR functions.  In some cases, issues may be escalated to internal resources, including our Total Rewards, Payroll, Education, HRIS Business Support, Employee Relations, and Talent Acquisition departments for further research and resolution by subject matter experts.  This position will focus primarily on managing inbound tickets through our ITSM customer service solution (HeartLink) and fielding inbound phone inquiries.

Heartland Dental is the nation's largest dental support organization, providing non-clinical administrative support services to more than 3,000 supported doctors across 39 states and the District of Columbia in 1,900+ dental offices. Each Heartland Dental supported office is unique to the community and the patients they serve. Supported doctors are the clinical leaders of their practice, retain full clinical autonomy, and establish their own care philosophies. All Heartland Dental supported doctors are united by a common goal: delivering the highest quality dental care and patient experiences.

Early 2018, KKR became Heartland Dental’s new lead investor, With Ontario Teacher’s Pension Plan (OTTP) remaining a minority investor.  KKR’s resources and partnership have opened up many new opportunities to further advance the company’s growth. 

Below is an overview of the duties and responsibilities you would take on in this role:

• Acts as primary contact to appropriately answer calls and tickets from Heartland Dental’s employees (current and former), managers, and other contacts to provide assistance in all areas of human resources.
• Understands and researches policies, procedures, and other reference materials to provide the most up-to-date information to inquiries.
• Coordinates with HR specialists within the various supported HR functions to gather information necessary to respond to inquiries and appropriately escalates inquiries to these subject matter experts as necessary.
• Assists with the implementation of programs, policies, and services provided by the company by acting as the customer’s first line of contact for most HR topics and initiatives.
• Completes straightforward HR related transactions and provides follow-up on unresolved issues.
• Documents all contacts within Heartland’s ITSM ticketing solution, HeartLink
• Helps to maintain electronic employee personnel files, including scanning of employee documents and filing as necessary.
• Assists in development and maintenance of reference materials housed in the HeartLink knowledgebase system.
• Processes reports and updates employee data within HRIS (Heartsource), Applicant Tracking (iCIMS), or LMS (Homeroom).
• Completes verifications of employment or income as needed.
• Maintains compliance with federal, state, and local employment laws and regulations and best practices.
• Other duties as assigned.

Minimum Qualifications:

• Ability to handle a high volume of customer calls daily, while maintaining a focus on customer service and professionalism
• Ability to navigate multiple computer applications and databases with the ability to utilize a keyboard efficiently
• Strong oral and written communication skills
• Strong organizational skills, accuracy and attention to detail
• High level of maturity, personal initiative, and professionalism
• Must be able to maintain strict confidentiality
• Attendance and punctuality are essential, as this is a customer contact position

Desired Qualifications:

• Experience working within HR related software systems
• Knowledge of Human Resources and/or Payroll processes is preferred
• Previous customer service or call center experience
• Associates or Bachelor’s degree in Human Resources or similar degree is preferred

Physical Requirements:

• Ability to perform essential duties satisfactorily with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of the position
• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times

We put our people first at Heartland Dental, and that shows in our generous benefits package.

Company retains the sole discretion to change the duties of the position at any time.

We provide all employees and applicants for employment the protections of federal, state, and local laws affording equal opportunity in employment.