5.10 Associate Services Generalist I in Orlando Operations Center at Marriott Vacations Worldwide Call Center

Date Posted: 11/8/2019

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

*May consider remote candidates.

Position Summary

The HR Generalist, Associate Services, serves as a primary resource for associates, HR and all levels of leadership contacting the Associate Service Center for support inquiries. Responsible for receiving, routing, resolving "Tier 1" HR inquiries; ensuring communication and interactions are high-quality, customer focused and timely. Provides information regarding HR policies and/or procedures, conducting research and troubleshooting to resolve basic inquiries and facilitating identified workflow requests within the HRIS. Inquiries include, but not limited to navigation and processing support through HR systems, initiation of new requests for leave, transaction review/approval for workflows requiring documentation (e.g., name changes, voluntary resignation), reassigning tasks and delegation requests, verifications of employment, basic report requests, general policy/process questions and issue resolution. Must maintain a general understanding of established statutory (federal, state and local) and company leave standards in order to initiate all leaves of absence requests (e.g., determining eligibility, providing education on available protections and benefits, reviewing required documentation and issuing corresponding notices of eligibility). Develops a working knowledge of HR policies and procedures through processing of data and responding to inquiries by phone, case/e-mail, and in-person. All inquiries are to be documented and addressed within established Service Level Agreement (SLA) levels for resolution; complex inquiries or situations to be escalated internally as appropriate with seamless handoff. The HR Generalist, Associate Services, reports to the Manager, Associate Services.

Follow all company policies and procedures; ensure uniform and personal appearances are clean and professional; maintain confidentiality of proprietary information. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Enter and locate work-related information using computers. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested.

Critical Tasks

Customer Service Support

  • Customer service support including execution of tactical HR activities & providing information on HR-related policy questions.

  • Supporting navigation requests from associates and Leaders related to HR Systems (e.g., ESS & MSS, "Where do I...?", "How do I...?").

  • Remain logged into the phone line in order to support incoming requests from associates.

  • Support request troubleshooting and problem solving.

  • Escalate inquiries based on complexity to the appropriate team (e.g., within Services, COE or to the HRBP).

  • Support associate inquiries in languages other than English through language line support.

  • Participates in weekly team meetings.

  • Ensure established Service Level Agreements (SLAs) related to the quality and timeliness of responses and closed or transferred cases are met.

    Case Management Tracking

  • Assigns cases to the appropriate queue for handling within the case management system (Cherwell).

  • Route inquiries to other areas as appropriate based on nature of inquiry and complexity with seamless handoff.

  • Ensure assigned cases within the case management application are addressed thoroughly with accurate information.

  • Ensure volume of work is being accurate captured within defined guidelines by task and reported through available outlets.

    Program Administration

  • Complete verification of employment requests or other related documentation requests not supported through third-party vendor.

  • Support projects and other duties as assigned to the Associate Service Center for administration.

    Data Administration

  • Reassigns Tasks & Delegation when leaders are unable (e.g., unexpected time away from work or as a result of a leave of absence).

  • Facilitates transaction review/approval for HR workflows requiring documentation (e.g., name changes, voluntary resignation).

Preferred Qualifications

Education

  • Associate's degree or equivalent including coursework in the HR discipline preferred.

Related Work Experience

  • At least 2 years of relevant HR experience (preferably within the hospitality industry) or significant progress towards preferred.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

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