Team Member Services Specialist

Provides HR and Benefits Shared Services to Boyd team members consistent with established procedures in order to effectively and efficiently deliver services needed by the team member. Responds to and processes requests for information and transactions related to one or more areas of HR/Benefits specialization. Responsible for adhering to established service standards and performance metrics for all activities and ensuring services delivered are consistent and in alignment with established Service Level Agreements.

• Demonstrates a commitment to providing excellent customer service to our team members via telephone, email, the ServiceNow portal (a ticketing and case management system), and other channels.
• Records and tracks customer interactions using ServiceNow and other provided tools.
• Assists team members by listening empathetically to concerns; managing and handling each case in a sensitive and confidential manner.
• Educates team members on relevant aspects of processes, policies and procedures in area(s) of specialization (e.g., leave administration, workers’ compensation, and/or ADA accommodations).
• Keeps team members regularly informed of the status of the case. Reminds the team member of his/her obligations to ensure timely and accurate handling of the case.
• Ensures complete and effective communication with stakeholders, including Property and Corporate Human Resources teams, Benefits, Payroll, and Third Party Administrators as required.
• Provides feedback and recommendations for continuous improvement to supervisors and managers. Escalates questions and issues in a timely manner.
• Participates in various departmental projects, including but not limited to, system upgrades and testing.
• Participates in team huddles actively and openly discussing metrics, challenges and opportunities.
• Performs other job related duties as requested.

• High school diploma or equivalent.
• Excellent customer service skills.
• Strong communication skills, both written and verbal.
• Ability to work with many different people with different personalities.
• Strong organizational skills, multi-tasking ability and ability to work through ambiguity.
• Ability to work with a team to create effective departmental strategies and meet team goals.
• Basic understanding of continuous improvement fundamentals and concepts.
• Strong computer skills, including spreadsheet and database usage, Excel and Microsoft Word.
• Ability to maintain confidentiality of sensitive information.
• Ability to work varied hours, including some evenings and weekends.
• Must be able to obtain/maintain any necessary certifications and/or licenses as required by local gaming regulations.

PREFERRED:

• Bachelor's degree or equivalent.
• Two years of human resource experience.
• Previous experience working in hospitality, gaming or shared service center environment.

COMPETENCIES:

Aptitudes and skills required to successfully support Team Member Services business goals.
Customer Service: Understands customers and takes a proactive approach to meeting their needs in an effective  and timely manner.
Teamwork: Works with and helps others to achieve common goals.
Initiative: Does more than is required or expected in the job without being asked.
Innovation: Applies original thinking in approach to job responsibilities and to improve processes, methods, systems, or services.
Intellectual Curiosity: Passionately engages in learning by asking questions and actively seeking out answers.
Ethics: Demonstrates integrity and exercises discretion in handling confidential information.

Boyd Gaming is proud to be an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Boyd Gaming is proud to be an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.