People Services Specialist

Position Summary: As a member of the People Services team, you will provide superior customer service and demonstrate enthusiasm, empathy, and problem-solving skills over the phone and via email. You will be the first point of contact (Tier 1) and will be responsible for delivering world-class customer service to our clients, including current and former VCA Associates for transactional questions and inquiries related to HR, Payroll, Benefits, Timekeeping, Onboarding, Compensation, and Recruiting. 

Essential Functions:

• Meet or exceed departmental customer service metrics (i.e. number of issues resolved), service level standards (i.e. response time and follow up), and transactional productivity metrics (i.e. number of Workday tasks completed).

• Complete system transactions that occur through manager or employee self-service and review to ensure accuracy and data integrity.

• Respond to incoming inquiries and requests in a timely, accurate and professional manner.

• Utilize ServiceNow, a case management tool, to manage, escalate and fulfill HR cases.

• Effectively communicate procedures and processes to associates to respond to questions and resolve issues. 

• Track and monitor certain Workday tasks and communicate to appropriate associates to ensure completion and/or compliance.

• Perform HR administrative processes and adhere to specific timelines/deadlines.

• Identify complex or sensitive issues, or those that fall outside of your areas of expertise and escalate to the appropriate person or team.

• Additional related duties and projects, as assigned.

Knowledge, Skills, and Abilities:

• Demonstrate a strong passion for customer service with a desire to build relationships during each interaction and provide appropriate solutions.

• Broad HR knowledge that spans multiple areas including HR, Payroll, Benefits, policies and procedures.

• Ability to maintain confidentiality.

• Intermediate Microsoft Office skills including Word and Excel.

• Comfortable with and able to quickly adapt to change.

• Excellent written and verbal communication skills.

• Proven problem solving, organizational and analytical skills.

• Ability to work as part of a team or independently on special projects.

• Drive for results while working independently in a fast-paced, dynamic and team-oriented environment.

• Proficient in utilizing computer applications for communicating, gathering, and tracking information (e.g. Workday, ServiceNow, Dayforce, Microsoft Office, etc.).

• Ability to identify opportunities for process improvements and communicate to People Operations leadership.

• Demonstrate strong work ethic with a high level of integrity, responsiveness, and ownership to build trust with our clients and colleagues.

• Receptive and responsive to feedback/coaching with the ability to implement agreed upon action steps that lead toward ongoing skill development and performance.

Required Education/Experience:

• Minimum of 1 year of customer service experience is required, in a call center environment highly preferred.

• Minimum of 1 year of experience in an administrative role in an office environment.

• 1-2 years of experience related to HR or Payroll systems, practices, policies and procedures preferred.

• High School diploma required.

Additional Information: Compensation is negotiable based on education, experience, and other relevant credentials. The US base hourly range for this full-time position is $26.00-$33.00. Our hourly ranges are determined by role, level, and location. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only.

If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development).

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com. Apply