Southwest Airlines Careers | Employee Services Representative Job, Dallas

Southwest Airlines

Job Description

The HR Generalist serves as an Employee-facing Advisor to Employees, Retirees, and Dependents for People Department products, services, and policies. This Team Member provides guidance on the self-service portal, processes HR transactions for Employees, documents work within the portal, and helps resolve Employee requests. The Generalist delivers an exceptional Employee experience by gathering information, providing consultative guidance; all while meeting ambitious service level agreements (SLAs).

Your main responsibilities in this role include the following:

Duties and Responsibilities

• Must be able to meet any physical ability requirements listed on this description.

• May perform other job duties as directed by Employee's Leaders.

• Answer inquiries from Employees, Retirees, Candidates and Dependents (phone, chat, email, fax) from predefined scripts on all aspects of HR including, but limited to, Talent Acquisition, Total Rewards, Talent Management and Employee Relations using procedures, policies, knowledge database and other reference materials

• Possess a strong business acumen to understand People Department policies, procedures and programs

• Monitor Employee Services queue, provide feedback on responses, and alert Content Manager when content updates are needed

• Escalate complex issues and inquiries to next level support Teams or redirect misplaced calls as necessary and identifies elevated situations and escalates to Team Leader and/or Manager as appropriate

• Collect and validate data required to process manual Employee personal transactions and escalate the complete and verified data to next level support Teams for processing

• Provide guidance on SAP and SAP SuccessFactors HR self-service transactions that Employees, Retirees, Candidates and Dependents are unable to do without assistance

• Convert paper documents and records into electronic storage

• Participate in Employee Services projects (e.g., continuous improvement) as assigned

• Continually learns from feedback and audits to provide highest possible level of accuracy with case management

• Educate Employees by sharing knowledge of Southwest Airlines policies and resources

• Maintain strong knowledge and understanding of the Company's benefits and privileges; apply that knowledge to tasks and case management

• Respond to Employee calls or written correspondence by determining the appropriate tone, creating personalized communication, and utilizing the Southwest voice in order to provide timely and thorough communication

• Resolve general Employee inquiries by navigating multiple systems to obtain all relevant facts and collaborating with other Departments and Teams

• Diffuse heightened Employee situations by utilizing active listening, probing, and conflict resolution techniques in order to provide excellent Hospitality and a positive outcome, as well as implementing any follow up actions

• Stay up to date on Company events, internal communication, policies, and procedures to better communicate Company news and decisions

• Maintains confidentiality and earns trust and credibility from Employees, Leaders, and Retirees

• Communicates regularly with Team Members and embraces collaboration

Job Requirements

• High School Diploma or GED

• Bachelor's Degree or equivalent work experience

• preferably in Human Resources functions

• Preferred Previous HR Experience

• Preferred Experience with related programs including Quick Base, ARD, TESS, SAP, and Salesforce CRM products

• Preferred Experience using Aspect Telephony

• Lean Six Sigma certifications preferred (White Belt, Yellow Belt, Green Belt)

• Ability to perform work duties from desk for extended periods of time

• Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job

• Microsoft Office Suite

• Performing multiple windows-based systems concurrently

• Ability to embrace and champion change

• Handles multiple priorities effectively and provides resolutions and answers in a timely manner

• Strong organizational and time management skills

• Ability to demonstrate empathy and high emotional intelligence in various situations

• Strong writing skills including grammar, punctuation, spelling, and usage of the English language

• Demonstrate excellent interpersonal and active listening skills

• Compose and send professionally-written correspondence

• Possess strong decision-making skills to sufficiently handle and resolve inquiries and requests

• Ability to be self-managed to meet processing goals, multi-task, and work as a Team player

• Ability to mitigate conflict

• Ability to learn and apply new concepts and materials quickly

• Ability to think critically when faced with a problem or task

• Ability to demonstrate courtesy, tact and diplomacy

• Must meet confidentiality expectations with regard to sensitive and proprietary Employee and Retiree information

• Patience and flexibility to respond to the changing needs of Employees and Retirees

• Ability to make decisions with solid judgment and integrity while keeping the best interest of the Employee, Retiree, and Company in mind

• Ability to work rotating shifts for extended periods during peak workloads (may include evenings) double check senior

OTHER QUALIFICATIONS

• Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines.

• Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986.

• Must be at least 18 years of age.

• Must be able to comply with Company attendance standards as described in established guidelines.

• Must meet confidentiality expectations as to confidential, proprietary, and sensitive Company information

• Must be willing and able to work varying schedules including evenings, weekends, and holidays

• Must be able to successfully complete initial and ongoing training (classroom, online, and/or on-the-job)

• Foreign language skills are desirable, but not required

• Must be fully vaccinated against COVID-19 by start date to comply with Executive Order 14042, which requires employees of federal contractors to be fully vaccinated against COVID-19.

Job Details

Company/Organization: Southwest Airlines

Employment Type: Full-time

Job Location: Dallas, Texas, United States

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