People Experience Rep I

Responsibilities

• Driven by a passion for service and delivering exceptional customer experiences.
• Consistently demonstrates patience, active listening, and a solutions-focused approach to address needs effectively.
• Utilizes procedures, policies, ERP, and other reference materials to assist in answering team member and manager inquiries which contributes to the timeliness of resolution.
• Responds to escalated inquiries into the Human Resources Service Center via telephone, website, or email utilizing all available tools and resources.
• Responsible for resolving issues upon first contact and escalating more complex matters as needed.
• Documents incoming calls using a case management tool to resolve issues within identified service level agreements.
• Proactively escalates issues to People Operations Specialist and COE teams and HRIS team on the customer's behalf to ensure the service levels are met.
• Confidently resolves routine issues with efficiency and sound judgement, while recognizing when to escalate more complex situations to ensure timely and effective solutions.
• Consistently achieves performance metrics and upholds service level agreement metrics regarding commitments to problem resolution time frames.
• Abides by quality guidelines when handling customer calls.
• Effectively explains processes in a simple, understandable manner and ensures teammates stay informed through consistent and collaborative communication.
• Adheres closely to established procedures while maintaining a strong focus on accuracy and quality to ensure thorough and consistent case handling.
• Achieves high teammate satisfaction and service quality scores.
• Offers guidance on policies and tools, ensuring that each teammate/leader interaction is positive and professional.
• Establishes and nurtures trust with diverse stakeholders by tailoring communication and interactions to suit the audience whether physicians, leaders, or colleagues - ensuring clarity and professionalism.
• Drives impact in service delivery by optimizing processes, engaging diverse stakeholders, and streamlining operations to cultivate a customer-focused mindset.

Requirements

• Education: Bachelor’s Degree (or equivalent knowledge) in HR, Business, or related field.
• Experience: Typically requires 1 year of experience in human resources or 5 years in customer service.
• Knowledge, Skills & Abilities:
  • Passionate about service and delivering exceptional experiences.
  • Demonstrates patience, active listening, and a solutions-oriented attitude.
  • Resolves routine issues confidently and escalates when appropriate.
  • Explains processes simply and keeps teammates informed.
  • Ability to identify the root cause of a problem and recognize gaps to bring resolution.
  • Consistently achieves performance metrics and ensures case quality.
  • Ability to identify and /implement process improvement opportunities.
  • Achieves high teammate satisfaction and service quality scores.
  • Demonstrates knowledge and understanding of Human Resources functions to support COE and overall HR Teams.
  • Strong computer skills, including Microsoft Office, human capital management systems, case management and knowledge management tools.
  • Detail oriented with ability to effectively work well with others in a fast-paced environment and with colleagues.
• Physical Requirements and Working Conditions:
  • This position requires travel so it will be exposed to road, weather and travel hazards.
  • Operates all equipment necessary to perform the job.
  • Exposed to normal office environment.