Highlights
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. JOB DESCRIPTION: HR Customer Advisor Primary 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.
Numbers & Facts
| Location | Charlotte, NC |
| Industry | Other/Not Classified |
| Company Size | 100 to 499 employees |
| Year Founded | 1983 |
| Website | http://apollopros.com/ |
Description
HR Customer Advisor
Charlotte NC
Contract
Pay Rate: $23.12/Hr.
Benefits: medical, dental, vision, 401k
REQUIREMENTS: 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
- 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
- Bachelor's degree in a related field (strongly preferred)
About Company
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.)
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