Business Support Coordinator

Consent to Communication and Use of AI Technology: By submitting your application for this position and providing your email address(es) and/or phone number(s), you consent to receive text (SMS), email, and/or voice communication whether automated (including auto telephone dialing systems or automatic text messaging systems), pre-recorded, AI-assisted, or individually initiated from Aditi Consulting, our agents, representatives, or affiliates at the phone number and/or email address you have provided. The coordinator provides a “live voice” to assist employees with questions concerning HR Services, including Benefits, Compensation, Fleet, Relocation, Payroll, Policies, Leaves, Career Development, Personal Information changes, and additional services as they are transitioned to Ask HR.

Payrate: $29.21 - $29.21/hr.
 
Summary:
The Business Support Coordinator II is responsible for providing excellent customer service support in the area of Human Resource transactions, policies, and processes to all employees through multi-channel support (i.e., phone, online, email, etc.). This role is part of the Ask HR Service Center, offering service to employees, HR Business Partners, and other Centers of Excellence within HR. The coordinator provides a “live voice” to assist employees with questions concerning HR Services, including Benefits, Compensation, Fleet, Relocation, Payroll, Policies, Leaves, Career Development, Personal Information changes, and additional services as they are transitioned to Ask HR. This is an in-office phone-based position.
 
Responsibilities

• Respond to employee inquiries in a timely, professional, and consistent manner.
• Ensure each customer interaction is positive by collaborating closely with others and providing expert knowledge.
• Use procedures, policy manuals, knowledge base, and other reference materials to assist in answering employee inquiries and resolving issues.
• Maintain broad knowledge of Human Resources to effectively support employee questions with minimal escalations.
• Execute HR services such as file maintenance, new hire paperwork, referral bonus, HR system administration, personal information updates, separations, etc.
• Provide support for HR system inquiries related to the performance management system and other systems transitioned to the Employee Service Center.
• Document all employee inquiries in a case management application and update solutions in the ServiceNow portal.
• Escalate employee inquiries when specific, in-depth functional knowledge or an exception is required.
• Assist with activity reports, metrics, and statistical data related to frequently asked questions, call volume, response time, etc.
• Maintain confidentiality and privacy of any personal or sensitive data in all interactions.
• Continuously learn and develop HR knowledge to resolve issues and provide sound answers to customers.
• Suggest methods to update, simplify, and enhance processes, procedures, and technologies.
• Work on special assignments or projects as assigned.

 
Qualifications

• High School diploma required, bachelor's degree preferred.
• 3 years of general Human Resources experience preferred.
• 3 years of customer service experience preferred, in a customer care or HR role receiving inbound service calls.
• Strong Customer Service skills.
• Proficiency in Microsoft applications, especially 2010 Outlook, Word, and Excel.
• Basic SAP, Crystal Reports, and ServiceNow knowledge is a plus.
• Ability to work with a sense of urgency.
• Exercise good judgment in highly sensitive situations and maintain the highest level of confidentiality.

 
Skills

• Customer-focused with a service-oriented mindset and personal drive to ensure each customer experience and interaction is positive.
• Empathetic, professional, courteous, with excellent listening skills.
• Skilled at asking probing questions to ensure the employee's question is adequately answered.
• Excellent interpersonal and communication skills.
• High degree of professionalism and maturity in working with customers, peers, and managers.
• Ability to multi-task in a fast-paced environment.

 
Pay Transparency: The typical base pay for this role across the U.S. is: $29.21 - $29.21 /hour. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law. 
 
Consent to Communication and Use of AI Technology: By submitting your application for this position and providing your email address(es) and/or phone number(s), you consent to receive text (SMS), email, and/or voice communication whether automated (including auto telephone dialing systems or automatic text messaging systems), pre-recorded, AI-assisted, or individually initiated from Aditi Consulting, our agents, representatives, or affiliates at the phone number and/or email address you have provided. These communications may include information about potential opportunities and information. Message and data rates may apply. Message frequency may vary.
You represent and warrant that the email address(es) and/or telephone number(s) you provided to us belong to you and that you are permitted to receive calls, text (SMS) messages, and/or emails at these contacts. You also acknowledge and agree to Aditi Consulting LLC’s use of AI technology during the sourcing process, including calls from an AI Voice Recruiter. AI is used solely to gather data and does not replace human-based decision-making in employment decisions.  Calls may be recorded.
 
Consent is not a condition of purchasing any property, goods, or services. You may revoke your consent at any time by replying “STOP” to messages or by contacting 

privacy@aditiconsulting.com

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For information about our collection, use, and disclosure of applicant's personal information as well as applicants' rights over their personal information, please see our Privacy Policy .
 
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