Overview REI Co-op is united around discovering, building and celebrating better ways of working in this world, all so that folks can find and pursue a love of the outdoors. When you work for the co-op, you do your best work with the support to live your best life. And you play a part in shaping the future of the outdoors, for people and our planet. The ESC representative provides customer-oriented assistance to REI employees inquiring about various Human Resources policies and programs via telephone and email. Primary focus is on Employee Benefit Programs, the position will evolve to include a wide spectrum of HR Policies & programs. The ESC Representative possesses strong oral and written communication skills and understands how all Human Resource policies, processes and programs interface with other departments work. Additionally, the ESC representative must be proficient in using the health, welfare, retirement and call tracking systems. Responsibilities and Qualifications Provide high-level customer service by responding to written and oral inquiries from employees, managers and prospective employees regarding HR questions on benefits, pay, employee relations, career development, policy interpretation and other HR topics; this will include telephone, chat and email interactions. Take ownership of inquiries ensuring accurate, prompt and consistent resolution. Escalate or transition requests as needed to proper channels, ensure ‘warm’ handoff and exceptional Customer service. Administration of various HR programs including Unemployment, REACH – Employee Tuition Reimbursement Program, Employee Challenge Grants, Heritage Card Program and life events. Understand the importance of confidentiality and strictly adhere to internal practices to ensure employee data privacy and compliance with all state, federal and regional labor laws and regulations Troubleshooting employee questions received through the HR Shared Services Center, using critical analysis and problem solving to resolve the issue before escalating or routing to another department. Help maintain HR files and benefit documentation via internal SharePoint site and UKG. Assist with data entry/maintenance of employee data or benefit enrollments in HRIS system as needed. Coach Employees and resolve employee complaints, Maintain the integrity of the human resource information system and related personnel records according to applicable regulatory requirements, including the creation of personnel files and other HR maintenance duties. Exercise good judgment to resolve issues within scope at level 1, using discretion when escalating to next levels for resolution. Maintain and distribute HR materials according to employee requests Conduct benefits orientations one on one or in groups when requested Perform other related duties as required and assigned. Qualifications Previous HR Assistant or HR Shared Services experience (Preferred) 1 – 3 years Contact Center experience focusing on positive employee experience, preferably in HR Shared Service Strong analytical and problem-solving skills General knowledge of benefit programs, HR polices, payroll (Preferred) Ability to thrive in a fast paced, deadline-oriented environment while maintaining high standards of accuracy Self-motivated with a strong focus on attention to detail in managing cases and projects. Strong written and verbal communication skills, with the ability to convey information clearly and effectively across various platforms and situations Good problem-solving abilities, using sound judgment and innovative thinking to address complex issues and opportunities. Actively participates in cross-functional collaboration to achieve business goals and fosters a cooperative team environment. Flexible in adapting to changing circumstances, supporting the direction taken by others in the organization. Uses business knowledge to consolidate information, consider long-term impacts, and make decisions that benefit both internal and external customers. Demonstrates organizational skills by setting clear goals, prioritizing tasks, and executing efficiently to meet deadlines and produce high-quality work. Challenges the status quo, champions change, and influences others to embrace new approaches and strategies that drive organizational success. Closing At REI, we believe the outdoors is for all. We are committed to becoming a fully inclusive, anti-racist, multicultural organization. We know that there's strength in our diversity – that each employee brings unique skills, experiences, and perspectives. Every day you are driving change, fostering a culture of respect, and knowing you're backed by benefits that support your whole life. To work towards this commitment and fulfill our brand promise of inspiring and enabling a life outside for everyone, we seek employees who demonstrate different ways of working, create a sense of belonging, and actively listen and learn. Pay Transparency We are committed to practices that promote pay equity and transparency. As required by applicable Pay Transparency laws, REI provides a range of compensation for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location or other relevant factors. REI offers all regular employees a generous employee discount, access to health benefits, a retirement savings plan and accrued time off. Click here for a detailed overview of benefits plans by employee profile. Pay Range $22.02 - $33.03 per hour