Position Summary

The HR Employee Experience Center (EEC) Specialist must be able to handle questions and issues that flow through the EEC efficiently and professionally leaving a positive impression on all parties involved. Positions provide employees with accurate, consistent, and timely responses and explanations regarding HR policies, processes, and procedures.

The EEC consists of four (4) different “pods” as follows. Duties include but are not limited to:

POD A: Benefits, Retirement, Workers Compensation, Safety, Payroll/Time Keeping, Tuition Waivers, Offboarding, Voluntary Terminations, FMLA (Leave Management) and ADA Compliance.

POD B: Compensation/Payroll, Organizational Changes (Non-Restructure), Full-time Faculty/Administrator Employment Contracts, Job Descriptions, Supplemental Employment Agreements (SEA).

POD C: Staffing/PT Staffing, Candidate Support, Job Posting, Onboarding, New Employee Orientation, New Manager Support, Contingent Worker, Salary Calculations, Background Checks (less than 5 years), I-9 Processing and Verifications.

POD D: Employee Relations, Unemployment Claims, Open Record Requests, Compliance/Policy Administration, Employee Criminal Background Checks (5-year renewals), Personnel Files and Verification of Employment.

Required Knowledge, Skills, and Abilities

• Able to coordinate an effective resolution of customer queries.
• Must have strong organizational skills and the ability to prioritize workload.
• Must be able to meet deadlines and perform multiple tasks with meticulous attention to detail.
• Able to maintain integrity and confidentiality of employee data and records.
• Ability to stay calm in stressful situations.
• Ability to effectively interface with all levels of employees within Dallas College.
• Able to work independently and effectively in a diverse team-oriented environment.
• Excellent knowledge of Dallas College policies and procedures, HR functions and best practices.
• Deep understanding of FLSA and other employment laws and regulations.
• Efficient HR administration and people management skills.
• Excellent record-keeping skills.
• Excellent interpersonal, written, and verbal communication skills.
• Works comfortably under pressure and meets tight deadlines.
• Strong decision-making, conflict management, and problem-solving skills.
• Knowledge of Microsoft applications.

Key Responsibilities

• This position handles moderate to complex HR related issues and any escalation issues submitted by the HR EEC representative, as required.
• Completes necessary research to advance inquiries that are more complex or have individual focus to next level of HR support or identified Center of Excellence (COE).
• Analyze, categorize, and log received inquiries according to defined procedures.
• Initiates record of incidents in ServiceNow and close where possible.
• Manages HR processes including on-boarding, off-boarding, payroll, FMLA, leaves of absence, safety and worker’s compensation, and unemployment claims processing, terminations, etc.
• Create letters based on work event changes.
• Process terminations within the HR system.
• Manage employee records and personnel files.
• Collaborate with HR EEC Generalist to identify and drive improvement of service delivery effectiveness and efficiency.
• Champion initiatives to drive self service capabilities.
• Support department-wide initiatives to maintain HR operations service levels.
• Provides customer satisfaction through effective and timely resolution of inquiries.
• Updates job knowledge and skills by participating in educational opportunities, seminars, and other similar activities.
• Completes required Dallas College Professional Development training hours per academic year.
• Provides excellent customer service.
• Other job-related duties and responsibilities as required.

Minimum Qualifications

• Associate degree in human resources or related field, e.g., organizational management, business administration, etc.
• Minimum three (3) years of experience in HR or a call center environment.
• Candidates must be open to work Monday-Friday, 8 am - 5 pm or 9 am - 6 pm.
• Experience with HR software, including Microsoft Office.
• Will primarily work at Dallas College with the flexibility to work remotely as required.