HR Advocate I

Build and strengthen engagement by finding the right solutions to meet Internal and External customers' needs. Do you love to. . . create a positive customer experience? Are you energized by . . . the challenge of engaging and connecting with customers? Do you enjoy . . . providing personalized and creative solutions to meet customers' needs?

ACCOUNTABILITIES

BUILDS STRONG CUSTOMER RELATIONSHIPS THROUGH DELIVERING EXCELLENT CUSTOMER SERVICE

• Supports inquiries from associates (current and former) and applicants through a variety of channels including phone, email and chat
• Resolves inquiries through identification of solutions that best fit the situation

ACTIVELY LISTENS TO CUSTOMERS' NEEDS TO PROVIDE APPROPRIATE AND TIMELY RESOLUTION

• Identifies solutions based on procedures, knowledgebase and other best practices
• Takes ownership of the customer experience by efficiently resolving customer's needs
• Uses system knowledge to navigate/search for answers

BUILDS CUSTOMER CONFIDENCE THROUGH CREATIVE PROBLEM SOLVING

• Accurately documents solutions to issues to expand knowledgebase and improve consistency
• Applies available resources to satisfy customer's needs
• Able to identify and solve functional issues related to process
• Utilizes multiple systems or technology to gather information

DELIVERS A CONSISTENT CUSTOMER EXPERIENCE THROUGH ATTENTION TO DETAIL

• Applies policy and procedure accurately
• Consistently follows company processes and best practices
• Contributes to knowledge sharing within the HR Shared Services Center by providing feedback for process and technology improvements

QUALIFICATIONS

REQUIRED

• High School Diploma or equivalent
• Minimum one year experience in a customer service environment
• Effective verbal and written communication skills
• Ability to work as part of a team and interact effectively with others
• Basic computer navigation skill

PREFERRED

• Two years college or post-secondary course work in related field or applicable work experience
• Previous Human Resources experience
• Basic understanding of the recruitment life cycle process
• Working knowledge of Applicant Tracking Systems
• Hiring Process or recruitment understanding
• Retail store experience