Job Information
Republic Airways HR Shared Services Specialist in Indianapolis, Indiana
Job Category:
Human Resources
POSITION PURPOSE
The HR Shared Services Specialist is responsible for first-line HR support. This position will serve as a resource to assist our associates with a variety of requests in the areas of HR policy, payroll, benefit eligibility/enrollment, leaves administration, HRIS systems and other matters that occur during the employment life cycle. The Republic Airways HR SSC is a customer service organization that provides customer support and transaction services to the Company in the areas of HR, Benefits, Payroll, Travel, and Expense Reimbursement. Success in this position will be based off the ability to utilize our customer service process in partnership with our knowledge base to provide an outstanding customer experience. All members of the SSC are responsible for advocating for customers to improve their experience at Republic Airways.
Responsibilities
Analyze requests to provide face to face customer service; respond to customer inquiries and service requests by phone email, or chat through the case management system; Work as a subject matter expert in the areas of HR, Benefits, Payroll, Crew Expense, Travel, or any function supported by Shared Services.
Research, troubleshoot, and assist in resolving requests that come in to Shared Services from a variety of constituents in a timely and efficient manner.
Serve as liaison with other units to ensure case resolution; proactively review cases to ensure Service Level Agreements are met without backlog.
Assist HR Shared Services Senior with escalated customer inquiries. Provide support for questions for other HR Shared Services Specialist.
Log case notes in the case management system for each customer inquiry or request.
Escalate issues to customer service leaders or to Centers of Excellence.
Redirect customers as best as possible for out of scope inquiries.
Troubleshoot problems and resolving items within your scope; provide detailed information on items escalated to other business units.
Apply policies, procedures, and guidelines appropriately and setting the example for communication skills, work ethic, and judgment; always uphold Republic Airways values.
Partner as a subject matter expert to improve knowledge articles.
Collaborate with supervisor to meet or exceed contact center metrics.
Qualifications
High school diploma. Bachelor’s degree preferred.
Three (3) years customer experience/university experience.
Proficiency with MS Office applications especially Excel, PowerPoint, and Outlook
Comprehensive knowledge of Shared Services functions, processes, and procedures.
Ability to effectively work with employees at all levels of the organization
representing the Shared Services & Republic Airways core values.
Strong analytic, problem solving, judgment and conflict resolution skills.
Experience handling sensitive matters with tact and diplomacy
Equal Opportunity Employer, Disability and Veteran Accommodations
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
At Republic Airways, our vision is to be America’s regional airline of choice. Each of our 6,000 aviation professionals — whether they work at our corporate headquarters, on the ground at one of our 10 bases or in the air with our passengers — are responsible for our Company’s success. More than that, we’re responsible for one another’s successes. That’s the Republic difference.
Founded in 1974 and headquartered in Indianapolis, Indiana, Republic Airways is one of the largest regional airlines in North America. Republic operates a fleet of 200+ Embraer 170/175 aircraft and offers scheduled passenger service with 900 daily flights to 80+ cities in the U.S. and Canada. Republic offers fixed-fee flights operated under our major airline partner brands of American Eagle, Delta Connection and United Express.
Beyond our operations, we’re focused on sharing our time, talents and treasures with our community—both locally and globally. Join Republic Airways where you will find opportunities, reach new heights and be part of something bigger than yourself.