Reporting to the HR Service Center Manager, the HR Service Center Agent will successfully provide resolutions to workforce inquiries. The HR Service Center Agent will handle basic inquiries, providing resolutions and support with both call and email ticket support.

 

This position will be located at our Head Office in Markham, Ontario and will have flexibility for both remote and in-office work based on our hybrid work model. Our HR Service Centre operates during the hours of 7:00 am and 7:00 pm. 8 hour shifts will very between this time frame and is a mandatory requirement for the role. 

 

Accountabilities

• Provide first level call and ticket support for all HR customers with questions concerning HR policies and programs, leveraging business unit specific knowledge and expertise when handling inquiries
• Respond, escalate, or redirect (if needed) inquiries related to employee personal and job data, absence, time and attendance, payroll, benefits, compensation, HR processes, organization structure changes, policies, and procedures, etc.
• Coach employees and managers on self-service transactions and HR portal navigation
• Log and track inquiries in case management tool
• Ensure closed-loop process to manage, escalate and resolve cases
• Provide procedures and processes for case escalation
• Adhere to defined SLAs and performance agreements
• Interpret policies and procedures
• Aid with escalation of sensitive issues within Extendicare
• Other duties as assigned

 

Qualifications and Experience

• Minimum 1 year of Human Resource or customer service experience
• Experience in a call centre environment is an asset
• Strong customer service skills
• Strong analytical and problem-solving skills
• Ability to multitask with strong time management skills
• Pays close attention to detail
• Excellent communication skills, ability to build strong partnerships with vendors and stakeholders
• University degree and or relevant experience is required.
• Enjoy working both independently and collaboratively

 

What Extendicare has to offer:

At Extendicare, we believe that working as a team creates an environment that allows us to reach our potential. We value each employee, encourage equal opportunity for growth and recognize achievement. As a valued member of our team, you can expect:

• Continuous mentorship, support for life-long learning and growth opportunities
• Opportunities for advancement and career growth within the organization
• A rewarding and meaningful work experience where you can enrich your life and the lives of others through your work.
• Employee Family Assistance Program.
• Robust benefits package.

 

Extendicare is a leading provider of care and services for seniors throughout Canada. Through our network of over 115 operated senior care and living centres, as well as our home health care operations, we are committed to delivering care throughout the health care continuum to meet the needs of a growing seniors’ population in Canada. Our qualified and highly trained workforce of 23,700 individuals are united by a dedication to quality care and by our vision of being the best provider of senior care and services in Canada.

 

Extendicare recognizes the importance of immunization to protect our residents, patients, team members and visitors from COVID-19. As such, subject to medical exemptions, a condition of employment with Extendicare is requiring that all new hires have received all required doses of a COVID-19 vaccine approved by Health Canada

 

 

In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and Extendicare’s Policies on Accommodation, a request for accommodation will be accepted as part of Extendicare’s hiring process.