The Hertz Corporation HR Support Specialist Tier II in Oklahoma City, Oklahoma

General Responsibilities:


  1. The principal purpose of the Tier 2 Support Specialist is to provide Tier 1 HR Support Specialists with beginning and advanced training and development. Includes support for questions, process guidance, and issues.

  2. They will be responsible for being the Region expert; building 1:1 relationship with the Region Sr HRBP and their team.

  3. Point of contact for Tier 1 escalations specific to their region of assignment.

  4. They will be working in a fast paced environment and process Oracle changes plus ticket documentation in a timely, efficient manner while assisting with mentoring type functions.

  5. This role works directly with the HR ECC Management with delegated duties such as, but not limited to, coaching Specialists, distributing inbox workload, assisting with audits, handling escalated issues, etc.

Key result areas:

  • Have a thorough understanding of all ECC processes / responsibilities to assist ECC Management in meeting all SLA’s

  • Assist with training and development for ECC HR Support Specialist both new hires and current employees.

  • Identify key training opportunities that are made visible through escalation, audits and implementing training courses and material based on these opportunities.

  • Region expert and backup for secondary region

  • Assist with delegated responsibilities from ECC Management that require a higher level understanding of the ECC process including special projects.

  • Handle escalated emails and calls regarding processing and following up with customers: HRBP’s, Recruiters, Employees

  • Assist with department audits measuring productivity and metrics

  • Development & maintain knowledge database in CA service desk

  • Become a knowledgeable resource for HR Community

  • Assist with Process improvement ideas for ECC management

  • When applicable, troubleshoot general critical analyses and problem solving to resolve issues prior to escalating to ECC management

  • Participate in automation testing

  • Coordinate / lead ECC team on integration / acquisitions; so all target processing deadlines are met

  • Special projects as assigned

Mandatory Requirements:

Educational Background: College degree in HR or Business discipline – preferred

Knowledge/Skills Required:

Knowledge and experience of:

  • At least 6 months in an Employee Care Center, Shared Services or HR generalist type related role

  • Good understanding of all functions / responsibilities of HR systems, (e.g. applicant tracker (iCims), HRMS, eVerify, Tracker, HR Ticketing Tool)

  • Proficiency in processing all types of HR transactions timely and accurately

  • Providing excellent customer service working in a call center environment

  • HR policies / procedures / practices as it relates to benefits, pension, 401K, consova audits, etc.

Skills demonstrated:

  • MS Office software

  • Organizational and problem solving skills

  • Work in changing environment with minimal supervision

  • Communication

  • Interpersonal skills: interact with all levels of employees

  • Work effectively in a team as well as independently

  • Attention to detail, accuracy and quality standards in a processing/servicing environment

  • Multi-tasking in a high volume setting

  • Positive attitude

  • Time management, organizational and problem solving skills

  • Confidentiality

  • Customer service skills

  • Flexibility to work days and evening, operational hours 8:00 am to 6:00 pm Monday thru Friday, with overtime if required

Leadership Behaviors:

  • Lead authentically: Build trusting relationships with the field; speak up and make the tough calls when needed

  • Grow incredible talent: Effective coaching approach for our Tier 1 support; create opportunities for team members to develop

  • Align people: Bringing people together to solve problems; Help individuals navigate change

  • Deliver great outcomes, consistently: Deliver exceptional outcomes for our employees; challenge courageously when things aren’t getting done the right way

  • Innovate at our Core: Continuously drive for improvement - proactively

Preferred Knowledge/Skills:

  • Mentor or coaching experience

  • Previously working with CBAs

  • Ability to speak/read Spanish fluently

Preferred Requirements :

Hertz is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.

EEO/AA: Females/Minorities/Disabled/Vets

Job ID 135584

# Positions 1

Location US-OK-Oklahoma City

Category Human Resources

Division OKC - Technology Center