About the Company: Provide first point of contact support to incoming calls/emails/requests from customers (e.g. associates, managers, candidates, dependents) to answer questions, resolve issues and respond to inquiries related to broad HR-based processes and systems. Record caller inquiries and requests and communicate resolutions and update cases using case management tools. Maintain customer contact until case is resolved, including informing customer of status and resolution. Provide accurate, consistent and timely responses to HR process, system and policy requests which are considered to be routine requests and require limited research. Provide primary support to one Value Center, work with key HR team members and learn the organization. Will be part of a decentralized HR Operations virtual team. Will provide back-up to virtual team members as needed. Perform basic administration processing and approval of transactions, data input and verification of required documentation. Utilize and update knowledge base tool to provide consistent answers to customers. Educate & assist employees on company practices and tools (e.g. intranet, ESS, MSS) to encourage employees to resolve questions on their own. Will work with teams on-site to provide this support. Escalate complex cases to appropriate Tier 2 Specialist or Tier 3 (COE) if additional research or expertise is required. Provide document support by managing incoming and outgoing forms, information, etc.; conduct document imaging. Determine if inquiry resolved to employees satisfaction. Make any required follow-up calls and conduct additional research as necessary. Work to develop an in-depth understanding of the customer’s needs. Identify and resolve the customer’s issues and anticipate future needs by explaining/suggesting/providing additional information that the customer needs. Update and maintain knowledge base FAQs, solutions and trouble-shooting guides. Meet key performance measures such as first call resolution, average answer speed and call quality. Perform various HR tasks/projects as assigned to support the Value Center directly (approximately 20%).
ITT is headquartered in White Plains, N.Y., with employees in more than 35 countries and sales in approximately 125 countries. The company generated 2019 revenues of approximately $3 billion.
ITT was named to the Forbes 2019 list of America's Best Midsize Employers. This achievement recognizes ITT's focus and commitment to fostering a healthy, high-performing culture and creating a work-place defined by innovation and continuous improvement. ITT’s CEO and CFO were both recognized as 2020 All-America Executive Team by Institutional Investor magazine. ITT was also awarded the 2018 Manufacturing Leadership Award, which distinguishes ITT for its visionary leadership, commitment to employees and workplace culture, and ability to innovatively solve problems for customers.
ITT operates through three Value Centers (business units):
Industrial Process designs and manufactures pumps, valves, monitoring and control systems, water treatment and aftermarket services for the chemical, oil and gas, mining and other industrial process markets, as well as global service capabilities;
Motion Technologies designs and manufactures brake pads, shock absorbers and sealing solutions for the automotive and rail markets;
Connect and Control Technologies designs and manufactures harsh-environment connectors and critical energy absorption and flow control components primarily for the aerospace, defense and industrial markets.
This position is the first point of contact for all incoming inquiries, issues and work request related to HR administration and transactions; managing inquiries, requests and complex cases to closure, escalating case as needed; delivers accurate and timely processing of HR transactions and delivers outstanding customer service to internal and external customers.
Minimum professional and educational background desired (include years of experience). BS, BA or graduate degree preferred. Minimum of two years of applicable human resources service delivery experience, including HR administration, benefits administration or other related discipline. Project Management or Account Management experience preferred. Customer service experience. Proficient in general word processing and spreadsheet skills. Proficient in use of HR systems and call center technology tools. Competencies include: TBD. Ability to speak English and Spanish required