People Partner Coordinator

People Partner Coordinator
Normal, IL
Fully onsite
Working hours: 8am-4:30pm with requirements for flex shifts (9:30am-6pm) to cover evening chat - Schedule may be subject to change based on high volume periods and overtime may be required

JOB DESCRIPTION

What you ll do

• Serve as Tier 1 support for employee inquiries across benefits, payroll, pay programs, people systems, policy, and general HR topics via case, chat, and occasional walk-ups.

• Own end-to-end case handling: triage, diagnose, resolve or route; document clearly; close the loop on time and in full.

• Use our tools confidently, working in case management and HR systems (e.g., ServiceNow, Workday, iCIMS or similar) to research, process transactions, and keep records accurate.

• Create clarity at scale by leveraging response templates and knowledge articles; propose updates to keep content current and easy to follow.

• Escalate well: identify risk, apply judgment, and partner with COEs/People Partners when issues need Tier 2 support.

• Support lifecycle moments (e.g., onboarding tasks, employment changes, offboarding steps) with accuracy, urgency, and a great employee experience.

• Meet quality and timeliness standards (SLA, CSAT, first-contact resolution) while maintaining confidentiality and compliance.

• Continuously improve: flag trends, eliminate root causes, and suggest process or automation opportunities that make support faster and clearer.

What you ll bring

• 2+ years in HR shared services, People Operations, or high-volume employee/customer support.

• Systems fluency with HRIS and ticketing (ServiceNow, Workday, iCIMS or comparable tools).

• Clear, empathetic communication you simplify complexity, document well, and tailor your message to the audience.

• Sound judgment and discretion with sensitive information; strong attention to detail and follow-through.

• Bias for action in a fast-moving, ambiguous environment; you prioritize, adapt, and finish strong.

• Bonus: experience in benefits or payroll support; knowledge base authoring; contact center/chat workflows; shift flexibility during peak cycles.