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HR Customer Advisor

Apollo Professional Solutions

Charlotte, NC

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JOB DETAILS
SALARY
SKILLS
Analysis Skills, Applicant Tracking System, Case Management, Communication Skills, Continuous Improvement, Cross-Functional, Customer Escalations, Customer Satisfaction, Follow Through, HRIS/HRMS, High School Diploma, Human Resources, Knowledge Base, Knowledge Management, Metrics, Microsoft Office, Multitasking, Online Chat, Performance Analysis, Performance Management, Performance Metrics, Problem Solving Skills, Process Improvement, Production Systems, Quality Metrics, Resolve Customer Issues, ServiceNow, Time Management, Trend Analysis, Writing Skills
LOCATION
Charlotte, NC
POSTED
3 days ago
HR Customer Advisor
Charlotte NC
Contract 
Pay Rate: $23.12/Hr.
Benefits: medical, dental, vision, 401k
REQUIREMENTS:  HR Customer Advisor
  • High School Diploma
  • 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
  • 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
  • Familiarity with metrics and reporting tools
JOB DESCRIPTION: HR Customer AdvisorPrimary Roles & Responsibilities:  HR Customer Advisor
  • 1.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.
  • 2.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.
  • 3.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.
  • 4.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 Utilize ServiceNow metrics and reporting to monitor and improve performance and make data-driven decisions to drive continuous improvement.
  • 5.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.
  • 6.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. This includes: •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
EDUCATION PREFERRED:  HR Customer Advisor
  • Bachelor's degree in a related field (strongly preferred)
77093

About the Company

A

Apollo Professional Solutions

Apollo Professional Solutions was founded by Gayle A. Williams in 1983 as a technical staffing firm supporting New England aerospace companies. Today, Apollo has grown into a $40 million year company, with 5 regional offices nationwide that offers diversified support to industries that include: defense, military, aeronautical, civil, food & beverage, healthcare, marine, pharmaceutical and scientific industries, as well as local government. We are an equal opportunity employers, that is also certified as a Women’s Business Enterprise by WBENC as well as the State of Massachusetts (SOWMBA Office.)
COMPANY SIZE
100 to 499 employees
INDUSTRY
Other/Not Classified
FOUNDED
1983
WEBSITE
http://apollopros.com/

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