Internship Customer Success Jobs in Decatur, GA (NOW HIRING)

Employee Success (ES) is made up of human resources (HR) professionals who come together to continue to build Salesforce with a goal of helping our employees do the best work of their lives. In Employee Success, we attract and retain the top talent critical to building out our organization with the Ohana style treatment. Whether we are recruiting the next great candidate for our company, building out new programs, or refining our current operations, Employee Success is passionate about the design, development, and delivery of a world-class employee experience, which allows Salesforce to deliver a world-class customer experience in the market. The Senior Benefits and Leave of Absence (LOA) Specialist provides benefit and leave of absence administration and employee support within a People Services (Shared Services) function for the United States and Canada. This role leverages best practices and consistency in
process design to ensure accurate and impactful application of benefit and leave programs and procedures while remaining true to Salesforce culture.

Responsibilities:
Customer Service

• Serve as the primary liaison between Benefit and LOA vendors and Salesforce employees.

• Interpret and apply understanding of Employee Benefits, Leave of Absence, Salesforce policies and practices, and other regulations to provide advice, guidance, and clarification for employees.

• Maintain proper case management by utilizing team dashboards to ensure a timely and accurate responses that are based on Salesforce key performance indicators (KPIs).

• Ability to identify trends in the case management system with the assistance of our Data Partner and create training opportunities for the T1 team and SMEs.

Partnership & Collaboration

• Function as a thought partner with global stakeholders to create seamless, end-to-end employee experiences for complex, highly visible Benefit and LOA Programs.

• Consult with Benefits/LOA COE, Payroll, ESBPs, and Salesforce legal counsel, as necessary.

• Partner with Health & Safety and our Workers' Compensation vendor to assist employees with Workers' Compensation claims.

Project Duties

• Manage and/or participate in special projects/programs requiring Benefit and LOA department stakeholder input.

• Work with global partners to ensure a global Salesforce approach when working on global projects

• Lead User Acceptance Testing for system enhancements.

Continuous Improvement

• Assist the business to form/improve process and systems solutions that embed scalable frameworks/methodologies to satisfy both tactical and strategic business needs.

• Leverage Basecamp knowledge to identify trends and recommend solutions for Benefit and LOA-related matters to aid in Tier 0 and Tier 1 resolution.

• Ownership of updating/net new internal and external articles to ensure accuracy of information as it pertains to year over year and process changes.

Requirements:

• Minimum 1-3 years experience in human resources, including benefit and leave of absence administration and vendor management.

• Experience will be evaluated based on alignment to the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer work, etc.).

• Prior experience working in a centralized human resource function preferred.

• Ability to build, develop, implement, and engage in new service delivery approaches.

• Demonstrated ability to navigate successfully within ambiguity, multiple priorities, and a constantly changing environment.

• Adept understanding of client motivations and business pain points; leverages inputs to influence business decisions.

• Experience working in a high volume, fast-paced environment, preferably in a high growth technology company.

• Ability to make decisions guided by policies, practices, procedures, and business plan.

• Uses best practices and knowledge of internal or external business issues to improve delivery of services.

• Works independently and collaboratively; receives moderate guidance on day-to-day work and deliverables.

• SHRM Certification recommended