Description

Overview RTI International is one of the world’s leading research institutes, dedicated to improving the human condition by turning knowledge into practice. Our staff of nearly 6,000 provides research and technical services to governments and businesses in more than 75 countries in the areas of health and pharmaceuticals, education and training, surveys and statistics, advanced technology, international development, economic and social policy, energy and the environment, and laboratory testing and chemical analysis. Human Resources Employee Services (HRES) is the first point of contact for employees and external clients to obtain support and assistance with various work and human resources related issues. HRES ensures that employees and external clients are directed to the support and resources they need. The HR Employee Services Representative plays a crucial role within the Employee Services Center team, serving as a reliable resource for comprehensive HR support and contributing to a positive employee experience. Building on foundational HR knowledge and expertise, this position involves handling a wide variety of employee inquiries, managing complex HR transactions, and supporting continuous process improvements. The HR Employee Services Representative is key to ensuring accurate, timely responses to employee needs while upholding data integrity and compliance standards. As a proactive team member, they collaborate with HR professionals and department managers to address inquiries effectively and recommend enhancements to streamline services, ultimately supporting the organization’s commitment to employee satisfaction and operational excellence. Responsibilities Serve as a primary point of contact for validation of new hire data to ensure accuracy and completeness before processing. Process HR transactions accurately, including employee onboarding, data updates, and status changes. Provide essential employee support on the Employee Services Help Desk, responding to employee inquiries promptly and courteously, addressing HR-related questions on policies, benefits, payroll, and other HR matters. Log all employee calls and inquiries into the employee service center’s ticket system, ensuring accurate and detailed documentation of each interaction. Assist employees with basic benefits enrollment, explaining benefit plans, and providing standard guidance on benefits-related questions. Assist with new hire orientation and onboarding. Collaborate with the other HR department to address discrepancies and exceptions Maintain accurate and up to date employee records within the HR information system, ensuring confidentiality and compliance with data privacy standards. Assist in updating and maintaining Standard Operating Procedures (SOPs), user guides, knowledge base articles, quick messages, and responses to reflect current practices and streamline processes. Recommend process improvements to enhance efficiency and service quality. Escalate urgent HR issues to senior team members or manager as needed. Qualifications Minimum: To qualify, applicants must be legally authorized to work in the United States, and should not require now, or in the future, sponsorship for visa employment status. High school diploma with 5 years of HR or Customer Support experience, or Associate degree with 2 years of relevant experience, or an equivalent combination of education and work experience. Preferred: • Prior experience in customer service environment is preferred. • Demonstrated ability to handle moderately complex HR inquiries and resolve issues with growing independence. • Proficiency in HR information systems and data management. • Strong analytical and problem-solving skills. • Excellent communication and interpersonal skills. • Proactive and customer-focused attitude. • Adaptable and able to work in a fast-paced environment. • Continuous learning mindset and willingness to share knowledge with others. • Proficiency in Microsoft Office applications. • Attention to detail and accuracy. EEO & Pay Equity Statements For San Francisco, CA USA Job Postings Only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Further information is available here. RTI accepts applications to our job openings from candidates with criminal histories or conviction records in accordance with all applicable laws, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. For Applicants in Massachusetts Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. The anticipated pay range for this role is listed below. Our pay ranges represent national averages and may vary by location as a geographic differential may be applied to some locations within the United States. RTI considers multiple factors when making an offer including, for example: established salary range, internal budget, business needs, and education and years of work experience possessed by the applicant. Further, salary is merely one element to our offer. At RTI, we demonstrate our commitment to rewarding individual and team achievement through a total rewards package. This package includes (among other things) a competitive base salary, a generous paid time off policy, merit based annual increases, bonus opportunities and a robust recognition program. Other benefits include a competitive range of insurance plans (including health, dental, life, and short-term and long-term disability), access to a retirement savings program such as a 401(k) plan, paid parental leave for all parents, financial assistance with adoption expenses or infertility treatments, financial reimbursement for education and developmental opportunities, an employee assistance program, and numerous other offerings to support a healthy work-life balance. Equal Pay Act Minimum/Range $60,000 – $72,000

Responsibilities

Serve as a primary point of contact for validation of new hire data to ensure accuracy and completeness before processing. Process HR transactions accurately, including employee onboarding, data updates, and status changes. Provide essential employee support on the Employee Services Help Desk, responding to employee inquiries promptly and courteously, addressing HR-related questions on policies, benefits, payroll, and other HR matters. Log all employee calls and inquiries into the employee service center’s ticket system, ensuring accurate and detailed documentation of each interaction. Assist employees with basic benefits enrollment, explaining benefit plans, and providing standard guidance on benefits-related questions. Assist with new hire orientation and onboarding. Collaborate with the other HR department to address discrepancies and exceptions Maintain accurate and up to date employee records within the HR information system, ensuring confidentiality and compliance with data privacy standards. Assist in updating and maintaining Standard Operating Procedures (SOPs), user guides, knowledge base articles, quick messages, and responses to reflect current practices and streamline processes. Recommend process improvements to enhance efficiency and service quality. Escalate urgent HR issues to senior team members or manager as needed

Qualification

Minimum: To qualify, applicants must be legally authorized to work in the United States, and should not require now, or in the future, sponsorship for visa employment status. High school diploma with 5 years of HR or Customer Support experience, or Associate degree with 2 years of relevant experience, or an equivalent combination of education and work experience. Preferred: • Prior experience in customer service environment is preferred. • Demonstrated ability to handle moderately complex HR inquiries and resolve issues with growing independence. • Proficiency in HR information systems and data management. • Strong analytical and problem-solving skills. • Excellent communication and interpersonal skills. • Proactive and customer-focused attitude. • Adaptable and able to work in a fast-paced environment. • Continuous learning mindset and willingness to share knowledge with others. • Proficiency in Microsoft Office applications. • Attention to detail and accuracy

Level of Education: Bachelor Degree

Work Hours: 8

Experience in Months: No requirements