We have an outstanding Contract position for an HR Customer Advisor to join a leading Company located in the Charlotte, NC surrounding area.
**US Citizenship is required.**
Responsibilities:
Case Management:
Respond to and resolve HR-related cases through ServiceNow, providing written responses to employee inquiries and issues
Ensure prompt and accurate resolution of cases, with a focus on answering the initial inquiry and providing the potential next steps that may follow their inquiry; employee satisfaction with the experience we provide is our primary goal
Live Employee Chat & Phone Inquiries:
Engage with employees through live chat or phone, providing timely and effective support and resolving issues in a professional and courteous manner
Process Improvement:
Identify opportunities for process improvement and contribute to the development of solutions that enhance the employee experience, reduce cycle times, and improve efficiency
Collaborate with cross-functional teams to implement changes and measure their impact
Quality and Standards:
Adhere to established quality standards and guidelines for customer engagement, ensuring that all interactions with employees meet or exceed expectations
This is a production environment, and as such, you will be held accountable to daily KPI (Key Performance Indicators) metrics, including: First-response and resolution rates; Case resolution quality and accuracy; Adherence to ServiceNow quality standards and guidelines; Customer satisfaction ratings; and utilizing ServiceNow metrics and reporting to monitor and improve performance and make data-driven decisions to drive continuous improvement
Collaboration and Escalation:
Work collaboratively with higher-level service center personnel to resolve complex customer issues
Escalate or transfer cases to other provider groups as needed, ensuring seamless transitions and resolution
Knowledge Management and Compliance:
Stay up to date with changes in HR policies, procedures, and systems, and ensure that knowledge base articles and self-serve information for employees are accurate, current, and compliant with organizational requirements
Reviewing and updating knowledge base articles to reflect changes in policies and procedures
Ensuring that self-serve information for employees is accurate and easily accessible
Collaborating with HR teams to identify and address knowledge gaps and training needs
Basic Hiring Criteria:
High school diploma or equivalent; Bachelor's degree in a related field strongly preferred
Minimum 2 years of experience in an HR Shared Service or a related field, prior experience in a production-type environment
Proficiency in ServiceNow and ability to navigate the platform effectively
Experience with ServiceNow case management and ticketing
Ability to utilize ServiceNow to document and track employee interactions
Excellent written communication skills, strong analytical and problem-solving skills
Excellent written communication skills, strong analytical and problem-solving skills
Ability to interact effectively with management, employees, and other customers
Strong follow-through and closure orientation
Ability to work in a fast-paced, dynamic environment with multiple priorities and deadlines
Technical savviness, with experience in MS Office environments, ServiceNow (or similar platform), Applicant Tracking Systems, and HR I Information Systems
Ability to identify trends and opportunities for improvement
The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
The California Fair Chance Act
Los Angeles City Fair Chance Ordinance
Los Angeles County Fair Chance Ordinance for Employers