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HR Customer Service Representative, Canada

5 months ago

Montréal, Canada McKesson Canada Full time

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve - we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. At McKesson Canada, we touch the lives of 12 million Canadians every day. We carry more than 35,000 products in 12 distribution centers and ultimately provide distribution to 6,300 retail pharmacies, 1,350 hospitals, long-term care centers, clinics and institutions all over Canada. But we're so much more than a distribution company. We've automated 2,500 retail pharmacies and dispense over 100 million doses a year through our automation solutions. Manufacturers, healthcare providers and patients count on us for a full range of services that contribute to the quality and safety of care for us all.

At McKesson Canada, you’ll help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.

Are you passionate about helping employees and leaders find answers to their Human Resources questions? Are you driven by a desire to make someone’s day brighter and lighter by delivering a first-in-class employee experience? Do you have the curiosity and mindset to think outside the box and problem solve to find better ways of addressing issues, using systems and executing processes? Then we need you

When an employee at McKesson needs HR assistance, they often turn to the McKesson Employee Care team. The goal of the Employee Care team is to provide a delightful employee experience as employees seek assistance on HR matters. Employees and People Leaders reach out to Employee Care requesting guidance and resolution on a wide array of topics (e.g., payroll, compensation, systems, benefits, performance management).

This role reports to the Sr. Manager of the Employee Care Canada Team. In order to provide a delightful experience, our Employee Care Canada team members must:

- Quickly and efficiently respond to inquiries via Chat, Web Case or Voice Mail with a high degree of customer service
- Identify areas of improvement to create a simpler employee experience and therefore drive down case volumes
- Partner with all involved in the end-to-end case resolution lifecycle to deliver high quality outcomes (e.g., Payroll team, Compensation & Benefits, McKesson Technology)
- Act as consultants and coaches who seek to understand the person and their need as well as proactively anticipate additional and/or future needs

We are looking for team members that enjoy working in a fast-paced environment, are curious, customer-service oriented and are passionate about solving problems and improving the employee experience.

**Key Responsibilities**
**(List the top five to seven essential responsibilities in priority order.)**

**1.HR Case Resolution**: Serve as first point of contact for HR questions. Respond to and troubleshoot an array of employee and leader questions and issues received through various channels (e.g., Chat, Web Case, Voice Mail) with a high degree of customer service. Use critical analysis, problem solving, and network of HR professionals to resolve. Act proactively when necessary, contacting employees, people leaders or various stakeholders to get a better understanding of the situation and deliver a personalized customer experience in a quick and timely manner.

**2.System Navigation**: Provide user navigation support for various systems, including workday, SharePoint (aka McKNet), payroll systems (ADP). Leverage internal Employee Care systems, such as Salesforce, to document and manage cases.

**3.Improve Employee Experience**: Identify areas of opportunity to improve the employee experience through curiosity and connecting dots. This looks like a drive to ask, "Why is this hard for employees or people leaders? What can we do to make the process, communication, etc. easier so they can more easily do what they need to do without extra help?" In addition, seeking to understand how to go above and beyond to serve the employees and people leaders.

**4.Partnerships/Relationship Management**: Use judgment to escalate inquiries when ambiguous or that require more expertise. Determine appropriate department, resource, or team lead to route inquiries that cannot be resolved by the Employee Care team. Resourcefully leverage all materials and partnerships available to best serve our employees and people leaders.

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