MSC Support Coordinator

Masco Corporation provides HR shared services to its employees through the Masco Service Center. The HR Support Coordinator will respond to employee HR inquiries, provide guidance on benefits, payroll, and systems support, document cases, perform routine HR transactions, and collaborate with internal partners to resolve issues.

What you'll do:

• Respond to employee inquiries via phone, email, and case management systems while delivering good customer service and maintaining professionalism, empathy, and integrity
• Navigate multiple systems and priorities efficiently to support timely issue resolution and meet established service level agreements (SLAs)
• Utilize job aids, policies, procedures, and other reference materials to accurately answer employee questions and provide guidance
• Document employee interactions and case details in the case management system to ensure accurate records and effective issue resolution
• Build and maintain positive working relationships with employees, managers, customers, contractors, vendors, and other stakeholders
• Perform basic routine transactional and operational HR activities that support the day-to-day delivery of HR shared services
• Escalate complex issues to appropriate team members and collaborate with internal partners to ensure resolution
• Maintain confidentiality and handle sensitive employee information in accordance with company policies and data privacy requirements

What they're looking for:

• This is a remote position with a regular work schedule of 11:30 a.m. to 8:00 p.m. EST, Monday through Friday. Occasional schedule flexibility may be required to support business needs during operating hours of 8:30 a.m. to 8:00 p.m. EST
• High School Diploma or equivalent experience is a requirement
• Demonstrated ability to consistently provide high-quality customer service in a professional, responsive, and employee-focused manner
• Ability to work effectively both independently and as part of a collaborative team environment
• Interpersonal, communication, and follow-up skills with attention to detail and accuracy
• Completion of college degree is desirable
• Spanish Proficiency are a plus
• Understanding of Microsoft Office, Workday and Kronos/Dimensions knowledge and analytical skills preferred
• Knowledge and understanding of HR and Benefits preferred

Benefits:

• Hands-on training and support in many areas of HR
• Remote position