ESSENTIAL DUTIES AND RESPONSIBILITIES

1.    Serves as front-facing customer service to team members, management, and departments on Tier 1 requests and escalates Tier 2, time-sensitive, or highly confidential requests as appropriate. Delivers exceptional “one-and-done” service by providing clear and accurate information in response to requests such as benefit plans, system navigation, updating personal information, and policy and program questions.2.    Tracks visitor and caller information accurately in case management to compile requests and identify trends. Collaborates cross-functionality to ensure cases are completed with established service level agreement (SLA) timeframes.3.    Responds to Unemployment Insurance (UI) claims and Verification of Employment (VE) requests. Processes updates and requests such as employee offboarding, tuition reimbursement, team member recognition, I-9 recertification, and compliance audits as assigned.4.    Performs other duties as assigned to support the efficient operation of the department.

 EDUCATIONAL, EXPERIENCE AND QUALIFICATIONS

• High School Diploma or GED required.  

• Bachelor’s degree in Business Administration or related field preferred.   

• Minimum one (1) year of experience in an office administrative role is required.  

• Minimum one (1) year of experience in a high-volume customer/guest experience environment is required   

• Previous HR experience is preferred.   

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Effective verbal and written communication skills.

• A basic understanding of HR principles, practices, and laws.

• Ability to manage multiple tasks simultaneously with efficiency.

• Must possess strong oral and written communication skills. 

• Previous experience with case management is preferred. 

• PHR or SHRM certified is preferred. 

• Must possess a strong attention to detail and high data entry accuracy to ensure to ensure data management integrity. 

• Must possess “out-of-the box” thinking, problem-solving skills, and have sound decision-making ability. 

• Must have the ability to manage multiply priorities.  

• Must be able to with minimal supervision and instruction. 

• Must be proficient in Microsoft Suite and Adobe Acrobat.  

• Familiarity with HR, recruitment, and tracking/reporting platforms (i.e., Workday, Tableau, etc.) is preferred. 

• Bilingual in Spanish or other languages is preferred. 

• Proven ability to handle confidential information with discretion and be adaptable to various competing demands. 

• Able to identify issues and develop solutions to address them utilizing effective customer service skills.                                                                                                                                

REQUIRED LICENSES, CERTIFICATIONS AND REGISTRATIONS

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

• Select One of the Following: ​​Driving Responsibilities: Role requires regular commuting between locations. A valid driver's license and vehicle insurance with minimum liability limits is required. Role will not operate or drive Tribe-owned vehicles or patron vehicles.​ 

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

• Primary work environment is in a climate-controlled office setting.

• Work requires travel to attend meetings, trade shows, and conferences.

• Incumbents may be required to work evening, weekend and holiday shifts.

• Must be able to work in a fast-paced, high-demand environment.

• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.

• Sedentary work: involves sitting most of the time. Constantly operates a computer and other

• office productivity machinery, such as a calculator, copy machine, and computer printer.

• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.

• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.

• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings,

• via videoconference and over the telephone.

• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.

• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.

• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.

• The employee may be exposed to fumes or airborne particles including secondhand smoke.

Reasonable accommodation will be made in compliance with all applicable law.