People Experience Representative 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, contributing to the timeliness of resolution.
• Responds to escalated inquiries into the Human Resources Service Center via telephone, website, or email using all available tools and resources.
• Resolves issues upon first contact and escalates 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, COE teams, and HRIS team on the customer's behalf to ensure service levels are met.
• Confidently resolves routine issues with efficiency and sound judgment, recognizing when to escalate more complex situations for timely and effective solutions.
• Consistently achieves performance metrics and upholds service level agreement metrics regarding problem resolution time frames.
• Abides by quality guidelines when handling customer calls.
• 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 each teammate/leader interaction is positive and professional.
• Establishes and nurtures trust with diverse stakeholders by tailoring communication and interactions to suit the audience, 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

• Bachelor’s Degree (or equivalent knowledge) in HR, Business, or related field.
• Typically requires 1 year of experience in human resources or 5 years in customer service.

Skills

• 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.
• 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 the ability to work effectively in a fast-paced environment and collaborate with colleagues.

Physical Requirements and Working Conditions

This position requires travel and may be exposed to road, weather, and travel hazards. Operates all equipment necessary to perform the job. Exposed to a normal office environment.