Associate Experience Advisor I

About the role

The Associate Experience Advisor is a critical role in shaping the associate experience at the Acosta Group. You will provide exceptional high-volume associate support while applying superior associate-focus, communication, and organizational skills. You will field questions that range in level of difficulty, thrive in helping others, resolving challenges, and appreciate the variety this opportunity brings.

Responsibilities

• Serve as the first point-of-contact for associates resolving their questions related to policies, procedures, processes, and system navigation.
• Use case management tool for recording and administering requests and may assist other service center associates with opening, recording, processing, or closing cases.
• Seek guidance or escalate more complex and/or confidential inquiries/requests to higher-level functional support.
• Assist leadership with establishing and improving defined HR procedures and process methods to efficiently and accurately meet performance goals.
• Maintain confidentiality of department and associate information according to established practices.
• Strive to meet and exceed metrics and Service Level Agreements (SLAs) where applicable.
• Perform other duties as required and/or assigned.

Requirements

• Associate’s Degree in Human Resources, Business, or related field, or equivalent education and experience.
• Minimum 1 year of experience in a customer service or customer support role.

Skills

• An associate-first mindset with dedication to internal customer service and company culture.
• Strong verbal and written communication skills; demonstrated ability to effectively interact with peers, management, teammates, and vendors.
• Strong organizational and time management skills.
• Strong attention to detail.
• Ability to manage expectations, processes, and multiple projects simultaneously.
• A "roll up your sleeves and dive in" approach with willingness to assist other functions as needed to achieve or exceed department and company business objectives.

Position Type: Full time