Customer Service II

Job Title: Customer Service II

Location (On-site, Remote, or Hybrid?): Abbott Park, IL, 60064 (Onsite)

Contract Duration: Contract until 03/31/2027

Work Hours: 10:30 AM - 7:00 PM

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 a plus.
• 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