What are the responsibilities and job description for the Tier 1 – People Services Fulfillment Center Specialist (Onsite) position at Raytheon Technologies?
Raytheon Technologies Corporation is an Aerospace and Defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises four industry-leading businesses – Collins Aerospace Systems, Pratt & Whitney, Raytheon Intelligence & Space and Raytheon Missiles & Defense. Its 195,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonic, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Waltham, Massachusetts.
To realize our full potential, Raytheon Technologies is committed to creating a company whee all employees are respected, valued and supported in the pursuit of their goals. We know companies that embrace diversity in all its forms not only deliver stronger business results, but also become a force for good, fueling stronger business performance and greater opportunity for employees, partners, investors and communities to succeed.
The following position is to join our Corporate or Research Center Team:
The People Services Fulfillment Specialist is a member of the Shared Services Contact Center team. This service center role will support all Business Units in the Americas and will provide direct and indirect support to employees, managers, and HR professionals. The People Services Contact Center Fulfillment Specialist will develop and leverage their knowledge of company policies and procedures to meet or exceed defined goals and assigned project objectives. The Fulfillment role will have responsibilities that include completing requests, ensuring reoccurring tasks are executed, support the distribution of communications through various mediums, retrieve data from various systems, entering and maintaining data, and supporting enterprise-wide initiatives.
Responsibilities include:
- Provide excellent customer service and case management, to employees, managers, and HR professionals across all Business Units related to fulfillment or requests.
- Work with requestors to define requirements related to desired outcomes and complete assigned tasks related to the administrative support for projects.
- Complete back-office administrative and support functions that include organizing large amounts of physical and electronic forms of data.
- Adhere to all company policies and procedures to ensure compliance local, state, and federal laws and regulations.
- Recommend workflow enhancements to increase efficiency to deliver cost effective solutions to complete assigned tasks.
- Utilize multiple online systems and databases, case management (ServiceNow), and HR system (Workday) to complete administrative tasks to support of employees, managers, and HR needs.
- Utilize the case management system to document and escalate inquiries and requests following standard work and defined process steps to achieve required service level agreements
- Educate employees on all HR services available and encourage employees and managers to utilize available self-service options.
- Recommend enhancements, automation, and self-service features to improve customer satisfaction and operational efficiency.
- Be knowledgeable on all relevant People Services and company-wide policies and procedures, while sharing knowledge with other resources.
- Achieve quality and accuracy standards
- Share functional and technical knowledge with the team
- Complete all required development and compliance training as needed.
- Complete Special Projects and any other duties assigned by the manager
Required Qualifications
- Typically requires a HS Diploma or AA/AS degree (or other 2-year post high school training) with less than 2 years of relevant experience
- Relevant call center/customer service experience
- Excellent customer service experience
- Ability to work in in a fast-paced team environment
- Detailed oriented and good organizational skills
- Strong communication and problem-solving skills
- Must be able to work required hours
- Good working knowledge of MS Office applications
- Ability to work with highly sensitive and confidential material in an ethics manner
Preferred Qualifications
- Familiarity with Workday and Case Management system
- 2 years experience in a call center environment