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Overview

Responsibilities:
Reporting to the Manager, HR Shared Services Contact Center, the HR Customer Care Specialist serves as the first point of contact for all inbound inquiries received by telephone, electronically and in writing pertaining to HR policy and procedure, benefits, employee records, compensation, employee relations, talent management, recruiting, compensation, HRIS and payroll.
As an HR Customer Care Specialist, the individual is responsible for handling a range of complex service interactions that require one to quickly assess, clarify and analyze the situation, in a manner that reduces customer effort and promotes a positive customer experience. Based on accurate analysis of a query, the individual must provide a clear, accurate, and authoritative response.
Under limited supervision, the HR Customer Care Specialist handles moderate to complex Human Resources interactions with applicants, employees, managers and members of the HR team. The HR Customer Care Specialist position is a training ground for advancement into other HR positions.
Responds to queries regarding HR policy and procedures, benefits, employee records, compensation, employee relations, talent management, recruiting, compensation, HRIS and payroll. These responses will be provided orally and/or in writing in a professional, accurate and timely manner.
Exercises independent judgment in the interpretation of inquiries and/or determining root cause of an issue and provides appropriate direction or guidance.
Demonstrates concern and empathy in all customer interactions, while maintaining a positive and profession demeanor at all times, even under pressure.
Clearly and concisely documents every interaction with a customer.
Acquires and maintains an understanding of processes, procedures and systems used for contact center support.
Owns final resolution of every issue opened, whether through direct customer interaction or by tracking and completing documentation when a case is resolved through escalation to a HR center of excellence, HR business partner or another business area.
Identifies and proposes changes and enhancements to procedures and documentation to limit the need for future escalation or to assume additional activities in the HR Shared Services Contact Center.
Participates in the process design, knowledgebase documentation and implementation for new processes and procedures assumed by the HR Shared Services Contact Center.

Qualifications:
Bachelors Degree or equivalent experience
Minimum of 1 year experience in Human Resources or training and demonstrated customer service experience.

Other Information:
General HR Knowledge
Strong problem solving skills, including root cause analysis
Strong interpersonal, verbal, and written communication skills
Demonstrated ability to provide superior customer service
Ability to multitask and successfully operate in a fast-paced work environment
Ability to follow-through on and successfully execute tasks while adhering to specified quality standards
Propensity to learn internal systems, applications, processes, and workflow
 

Equal Employment Opportunity

Office Depot and OfficeMax is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, lactation and related medical conditions), gender (including gender identity and expression), ancestry, national origin, citizenship status, marital status (including registered domestic partnership status), age, physical or mental disability, medical condition, genetic information, military and veteran status, sexual orientation or any other characteristic protected by federal, state or local law.

We will consider for employment qualified applicants with arrest and conviction records.

Pay, Benefits & Work Schedule

Office Depot and OfficeMax offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunity to move and grow within our organization! For immediate consideration for this exciting position, please click the Apply Now button.

How to Apply

 

Click the Apply Now button and follow the instructions on each page. When you have completed the application, click the submit button.

Fair Chance Ordinance

We will consider for employment qualified applicants with arrest and conviction records City & County of San Francisco Fair Chance Ordinance

Read More Read Less

At Office Depot, we offer our benefits around the 5 facets of Total Well-Being: Physical, Emotional, Work-Life, Financial, and Community. Here’s a look into what we offer:

Physical:

  • Health Insurance
  • Wellness Fairs
  • Flu shots
  • Fitness & Nutrition Programs
  • Ergonomic Support
  • Return-to-Work Programs

Emotional:

  • Mental Health Benefits
  • Support Programs

Work-Life:

  • Location Events & Activities
  • Onboarding Plan & 'Buddy'
  • Recognition & Rewards Programs
  • Flexible Work Schedules
  • Paid Holidays
  • Paid Time Off

Financial:

  • Retirement Programs
  • 401(k) Match
  • FSA/HSA Pre-Tax Benefits
  • HSA Match
  • HRA Funding
  • Discounts/Perks
  • Life/Disability Plans

Community:

  • Charitable Giving
  • Volunteering & Mentorship

At Office Depot, we offer our benefits around the 5 facets of Total Well-Being: Physical, Emotional, Work-Life, Financial, and Community. Here’s a look into what we offer:

Emotional:

  • Employee Assistance Programs

Community:

  • Associate Resource Groups focused on Diversity and Inclusion

As the working world continues to evolve, so are we. Shifting from an office supplies retailer to a business services platform is not a simple task, nor is it one we take lightly. It requires the diverse talents and contributions from each and every associate – all driven by our 5C culture of Customer, Commitment, Change, Caring and Creativity. We’re working together to make a difference, challenge the status quo, and be the trusted experts that help our customers manage their businesses. We’ve got 40,000+ associates to date – and we’re always looking to add great talent to our team. The once-in-a-lifetime opportunity to help transform our company to fuel the businesses and communities around us is knocking. Start your #LifeAtDepot and discover how you can be a part of the transformation.

  • Description

    Overview

    Responsibilities:
    Reporting to the Manager, HR Shared Services Contact Center, the HR Customer Care Specialist serves as the first point of contact for all inbound inquiries received by telephone, electronically and in writing pertaining to HR policy and procedure, benefits, employee records, compensation, employee relations, talent management, recruiting, compensation, HRIS and payroll.
    As an HR Customer Care Specialist, the individual is responsible for handling a range of complex service interactions that require one to quickly assess, clarify and analyze the situation, in a manner that reduces customer effort and promotes a positive customer experience. Based on accurate analysis of a query, the individual must provide a clear, accurate, and authoritative response.
    Under limited supervision, the HR Customer Care Specialist handles moderate to complex Human Resources interactions with applicants, employees, managers and members of the HR team. The HR Customer Care Specialist position is a training ground for advancement into other HR positions.
    Responds to queries regarding HR policy and procedures, benefits, employee records, compensation, employee relations, talent management, recruiting, compensation, HRIS and payroll. These responses will be provided orally and/or in writing in a professional, accurate and timely manner.
    Exercises independent judgment in the interpretation of inquiries and/or determining root cause of an issue and provides appropriate direction or guidance.
    Demonstrates concern and empathy in all customer interactions, while maintaining a positive and profession demeanor at all times, even under pressure.
    Clearly and concisely documents every interaction with a customer.
    Acquires and maintains an understanding of processes, procedures and systems used for contact center support.
    Owns final resolution of every issue opened, whether through direct customer interaction or by tracking and completing documentation when a case is resolved through escalation to a HR center of excellence, HR business partner or another business area.
    Identifies and proposes changes and enhancements to procedures and documentation to limit the need for future escalation or to assume additional activities in the HR Shared Services Contact Center.
    Participates in the process design, knowledgebase documentation and implementation for new processes and procedures assumed by the HR Shared Services Contact Center.

    Qualifications:
    Bachelors Degree or equivalent experience
    Minimum of 1 year experience in Human Resources or training and demonstrated customer service experience.

    Other Information:
    General HR Knowledge
    Strong problem solving skills, including root cause analysis
    Strong interpersonal, verbal, and written communication skills
    Demonstrated ability to provide superior customer service
    Ability to multitask and successfully operate in a fast-paced work environment
    Ability to follow-through on and successfully execute tasks while adhering to specified quality standards
    Propensity to learn internal systems, applications, processes, and workflow
     

    Equal Employment Opportunity

    Office Depot and OfficeMax is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, lactation and related medical conditions), gender (including gender identity and expression), ancestry, national origin, citizenship status, marital status (including registered domestic partnership status), age, physical or mental disability, medical condition, genetic information, military and veteran status, sexual orientation or any other characteristic protected by federal, state or local law.

    We will consider for employment qualified applicants with arrest and conviction records.

    Pay, Benefits & Work Schedule

    Office Depot and OfficeMax offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunity to move and grow within our organization! For immediate consideration for this exciting position, please click the Apply Now button.

    How to Apply

     

    Click the Apply Now button and follow the instructions on each page. When you have completed the application, click the submit button.

    Fair Chance Ordinance

    We will consider for employment qualified applicants with arrest and conviction records City & County of San Francisco Fair Chance Ordinance

    Read More Read Less

  • Benefits

    At Office Depot, we offer our benefits around the 5 facets of Total Well-Being: Physical, Emotional, Work-Life, Financial, and Community. Here’s a look into what we offer:

    Physical:

    • Health Insurance
    • Wellness Fairs
    • Flu shots
    • Fitness & Nutrition Programs
    • Ergonomic Support
    • Return-to-Work Programs

    Emotional:

    • Mental Health Benefits
    • Support Programs

    Work-Life:

    • Location Events & Activities
    • Onboarding Plan & 'Buddy'
    • Recognition & Rewards Programs
    • Flexible Work Schedules
    • Paid Holidays
    • Paid Time Off

    Financial:

    • Retirement Programs
    • 401(k) Match
    • FSA/HSA Pre-Tax Benefits
    • HSA Match
    • HRA Funding
    • Discounts/Perks
    • Life/Disability Plans

    Community:

    • Charitable Giving
    • Volunteering & Mentorship
  • Benefits Part-Time

    At Office Depot, we offer our benefits around the 5 facets of Total Well-Being: Physical, Emotional, Work-Life, Financial, and Community. Here’s a look into what we offer:

    Emotional:

    • Employee Assistance Programs

    Community:

    • Associate Resource Groups focused on Diversity and Inclusion
  • About Us

    As the working world continues to evolve, so are we. Shifting from an office supplies retailer to a business services platform is not a simple task, nor is it one we take lightly. It requires the diverse talents and contributions from each and every associate – all driven by our 5C culture of Customer, Commitment, Change, Caring and Creativity. We’re working together to make a difference, challenge the status quo, and be the trusted experts that help our customers manage their businesses. We’ve got 40,000+ associates to date – and we’re always looking to add great talent to our team. The once-in-a-lifetime opportunity to help transform our company to fuel the businesses and communities around us is knocking. Start your #LifeAtDepot and discover how you can be a part of the transformation.

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Career Progression

  • 2014
    MERCHANDISING INTERN
  • 2015
    CATEGORY ASSISTANT
  • 2017
    SR. ASSOCIATE MERCHANT
  • 2020
    DIVISIONAL MERCHANDISING DIRECTOR

Associate Spotlight

Carlos Q
 

Carlos Quiros

Lead Functional Analyst, PMO

"I began my career as an intern in Property Accounting at Office Depot 12 years ago. Office Depot helped me leverage my academic background in Finance, leading me to tenures in General Accounting, Accounts Receivable, Financial Planning & Analysis. I was able to then pivot my career to the IT PMO, and more recently the EPMO. As a Lead Functional Analyst, I work to improve the financial visibility of projects to Project Managers and Leaders across the enterprise as well as to enable better decision making. I look forward to growing with Office Depot and contributing to a winning environment!"

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