HR Service Center Agent

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Reporting to the HR Service Center Manager, the HR Service Center Agent will successfully provide resolutions to workforce inquiries. The HR Service Center Agent will handle basic inquiries, providing resolutions and support with both call and online ticket support.

This position will be located at our Head Office in Markham, Ontario and will have flexibility for both remote and in-office work based on our hybrid work model. Our HR Service Centre operates on a 9:00 am – 5:00 pm shift. A requirement of this role is to be available to work this designated shift.

Accountabilities

• Provide first level call and ticket support for all HR customers with questions concerning HR policies and programs, leveraging business unit specific knowledge and expertise when handling inquiries
• Respond, escalate, or redirect (if needed) inquiries related to employee personal and job data, absence, time and attendance, payroll, benefits, compensation, HR processes, organization structure changes, policies, and procedures, etc.
• Coach employees and managers on self-service transactions and HR portal navigation
• Log and track inquiries in case management tool
• Ensure closed-loop process to manage, escalate and resolve cases
• Provide procedures and processes for case escalation
• Adhere to defined SLAs and performance agreements
• Interpret policies and procedures
• Aid with escalation of sensitive issues within Extendicare
• Other duties as assigned

Qualifications and Experience

• Minimum 1 year of Human Resource or customer service experience
• Experience in a call centre environment is an asset
• Strong analytical and problem-solving skills
• Ability to multitask with strong time management skills
• Excellent communication skills, ability to build strong partnerships with vendors and stakeholders
• University degree and or relevant experience is required.
• Enjoy working both independently and collaboratively

What Extendicare has to offer:

At Extendicare, we believe that working as a team creates an environment that allows us to reach our potential. We value each employee, encourage equal opportunity for growth and recognize achievement. As a valued member of our team, you can expect:

• Continuous mentorship, support for life-long learning and growth opportunities
• Opportunities for advancement and career growth within the organization
• A rewarding and meaningful work experience where you can enrich your life and the lives of others through your work.
• Employee Family Assistance Program.
• Robust benefits package.

Extendicare is a leading provider of care and services for seniors throughout Canada. Through our network of more than 100 operated senior care and living centres, as well as our home health care operations, we are committed to delivering care throughout the health care continuum to meet the needs of a growing seniors’ population in Canada. Our qualified and highly trained workforce of more than 20,000 individuals are united by a dedication to quality care and by our vision of being the best provider of senior care and services in Canada.

#extendicarehr

#hybrid

Time Type:

Job Description 

Reporting to the HR Service Center Manager, the HR Service Center Agent will successfully provide resolutions to workforce inquiries. The HR Service Center Agent will handle basic inquiries, providing resolutions and support with both call and online ticket support.

This position will be located at our Head Office in Markham, Ontario and will have flexibility for both remote and in-office work based on our hybrid work model. Our HR Service Centre operates on a 9:00 am – 5:00 pm shift. A requirement of this role is to be available to work this designated shift.

Accountabilities

• Provide first level call and ticket support for all HR customers with questions concerning HR policies and programs, leveraging business unit specific knowledge and expertise when handling inquiries
• Respond, escalate, or redirect (if needed) inquiries related to employee personal and job data, absence, time and attendance, payroll, benefits, compensation, HR processes, organization structure changes, policies, and procedures, etc.
• Coach employees and managers on self-service transactions and HR portal navigation
• Log and track inquiries in case management tool
• Ensure closed-loop process to manage, escalate and resolve cases
• Provide procedures and processes for case escalation
• Adhere to defined SLAs and performance agreements
• Interpret policies and procedures
• Aid with escalation of sensitive issues within Extendicare
• Other duties as assigned

Qualifications and Experience

• Minimum 1 year of Human Resource or customer service experience
• Experience in a call centre environment is an asset
• Strong customer service skills
• Strong analytical and problem-solving skills
• Ability to multitask with strong time management skills
• Pays close attention to detail
• Excellent communication skills, ability to build strong partnerships with vendors and stakeholders
• University degree and or relevant experience is required.
• Enjoy working both independently and collaboratively

What Extendicare has to offer:

At Extendicare, we believe that working as a team creates an environment that allows us to reach our potential. We value each employee, encourage equal opportunity for growth and recognize achievement. As a valued member of our team, you can expect:

• Continuous mentorship, support for life-long learning and growth opportunities
• Opportunities for advancement and career growth within the organization
• A rewarding and meaningful work experience where you can enrich your life and the lives of others through your work.
• Employee Family Assistance Program.
• Robust benefits package.

Extendicare is a leading provider of care and services for seniors throughout Canada. Through our network of more than 100 operated senior care and living centres, as well as our home health care operations, we are committed to delivering care throughout the health care continuum to meet the needs of a growing seniors’ population in Canada. Our qualified and highly trained workforce of more than 20,000 individuals are united by a dedication to quality care and by our vision of being the best provider of senior care and services in Canada.

#extendicarehr

#hybrid

Time Type:

When you choose to build your career with Extendicare, you’re joining a team dedicated to making a difference. By focusing our energy on enriching the lives of our residents every day, we transform both the quality of their lives and the quality of our own work experiences.

If you have a passion for caring, turn it into a rewarding career with Extendicare

Extendicare and affiliated organizations including our partner homes in Extendicare Assist, accommodate the needs of job applicants throughout its recruitment and selection processes upon request.

Extendicare is a leading provider of care and services for seniors across Canada. We deliver quality care to meet the needs of a growing seniors’ population. We also provide management and consulting support through a range of services, including recruitment and building strong, qualified teams, to a network of independently owned long-term care and retirement homes.

Our Mission
“Helping People Live Better.”

We help our residents and clients live better by promoting quality of life.

We create remarkable moments through highly engaged and motivated team members.

Stakeholders know this because we continuously measure, improve and publicly share our performance.

Our Vision
Our vision is to be the best senior care and services company in Canada.

Our Values
At Extendicare, we value our customers and our team who cares for them. We are committed to treating them with dignity and respect in an atmosphere of compassion. As health care professionals, we take pride in being responsive to the needs of those who rely on us.

Customer Satisfaction. We strive to provide care and services to our customers which exceed their expectations.

Excellence. We believe aspiring to excellence leads to continuous quality improvement in our provision of care to residents.

Respect. We value each employee, encourage equal opportunity for growth and recognize achievement.

Integrity. We believe in honesty and fairness in our relationships with others.

Accountability. We believe we are accountable for the quality of services we provide to our customers.

Communication. We listen to each other and foster open and honest communication.

Teamwork. We believe that working as a team creates an environment that allows us to reach our potential.

Environment. We believe that environmental issues should be integrated into business decisions that promote environmental protection, preservation, safety and a homelike atmosphere.