Description
This role is empowered to surpass expectations by collaborating, anticipating, driving to resolution, and
serving with care, compassion, and confidence. This role takes ownership of the customer experience
and must maintain composure in difficult situations.
Incumbent must demonstrate a stellar, seamless customer experience on and offline, coupled with
attentive communication skills with a focus on patience, accuracy, and ability to listen compassionately
and interpret requests from customers.
Incumbent is empowered to solve requests and challenges via exceptional customer service that is
consistent, knowledgeable, and trusted.
Incumbent must be able to communicate professionally and compassionately with HR colleagues around
the world and translate solutions and answers to customers in a way that enhances the customer
experience.
Incumbent must be able to handle a high volume of requests with speed and accuracy.
Incumbent must continuously strive to anticipate the needs of our customers.
Responsibilities:
" Solve customer inquiries with timely, accurate, and professional replies while managing
multiple contact channels and continually prioritizing among static (case management,
outbound calls, and emails) and dynamic (inbound calls, chats, emails) work.
" Partner with other HR service center team members or HR groups around the world to drive to
resolution. Work with a sense of urgency appropriate for conditions.
" Identify at-risk/in distress customer relationships and initiate corrective action with
compassion through attentiveness to human need and utilizing available tools and resources
and timely escalation.
" Identify and capture customer feedback and leverage opportunities to encourage and drive
improvements in team behaviors. Identify "Roadblocks" to quality customer service and
recommend improvements.
" Meet or exceed standards for both schedule adherence and reliability.
COMPLEXITY OF WORK:
More complex queries (cost center changes, intake for mass transactions, reporting relationship
changes; org chart clean up; more complex job changes etc.). Some level of specialization, for example
local country HR programs and processes.
CHANNELS: All intake channels
JOB PRIORITIES:
" Favors core Associate responsibilities
" Customer Contracts
" Cost Center Changes
" Intake of mass transactions
" Reporting Relationship changes
" Supervisory Organization Restructuring
" More complex job changes
QUALIFICATIONS
Job Specifications:
" Bachelor s degree preferred. A college degree in any business related field (no experience required if they hold a degree)
" HR experience Workday or Zendesk experience is a plus
" Software knowledge a plus: Microsoft Office Programs, especially Excel, Workday (or other
system of record experience highly preferred), Salesforce (or other CRM experience highly
preferred).
" Fluency in English is required; Spanish, fluency.
" Excellent telephone, written and verbal communications skills in Spanish necessary.
" Selected candidates must be able to work flexible work schedule and able to shift as per work
demands. (mandatory overtime is required seasonally)
Required Skills:
" Strong organizational skills and handling multiple channels (phone calls, chats, emails,
appointments) of incoming workload.
" The use of an extensive set of technology applications and a broad knowledge base of HR
processes and programs.
" Strong relationships with peers and other HR groups; ability to navigate numerous stakeholders
and complex organizations with a constant focus on collaboration.
" Strong knowledge of HR programs and processes to identify continuous improvement opportunities
EEO:
Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.