People Experience Representative I - (In Office)

Responsibilities

• Deliver exceptional customer experiences with patience, active listening, and a solutions-focused approach.
• Address team member and manager inquiries using procedures, policies, ERP, and reference materials to ensure timely resolution.
• Respond to escalated inquiries via telephone, website, or email, utilizing all available tools and resources.
• Resolve issues upon first contact; escalate complex matters as needed.
• Document incoming calls using a case management tool to meet service level agreements.
• Proactively escalate issues to People Operations Specialist, COE teams, and HRIS team to meet service levels.
• Resolve routine issues efficiently while recognizing when to escalate more complex situations.
• Achieve performance metrics and uphold service level agreement commitments for problem resolution.
• Adhere to quality guidelines when handling customer calls.
• Explain processes clearly and ensure teammates stay informed through consistent communication.
• Follow established procedures with a focus on accuracy and quality for thorough case handling.
• Achieve high teammate satisfaction and service quality scores.
• Offer guidance on policies and tools to ensure positive and professional interactions.
• Build trust with diverse stakeholders through tailored communication and clarity.
• Optimize processes, engage stakeholders, and streamline operations to drive customer-focused service delivery.

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.
• Identifies root causes of problems and recognizes gaps to drive resolution.
• Consistently achieves performance metrics and ensures case quality.
• Identifies and implements process improvement opportunities.
• Demonstrates knowledge of Human Resources functions to support COE and 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 well with others in a fast-paced environment.

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.