People Experience Representative

ESC has an exciting opportunity for a People Experience/HR Shared Services Representative to act as the front line for People and Culture support at our premier healthcare client. The Representative provides timely, accurate and exceptional support experience for teammates' and leader’s People and Culture inquiries and offers guidance on policies and tools, ensuring that each teammate/leader interaction is positive and professional. They are responsible for resolving issues upon first contact and escalating more complex matters as needed and their role includes handling transactional tasks that enable faster case resolution.

Job Description

Driven by a passion for service and delivering exceptional customer experiences. Consistently demonstrates patience, active listening, and a solutions-focused approach to address needs effectively.

• Utilizes procedures, policies, ERP, and other reference materials to assist in answering team member and manager inquiries which contributes to the timeliness of resolution.
• Responds to escalated inquiries into the Human Resources Service Center via telephone, website, or email utilizing all available tools and resources.
• Responsible for resolving issues upon first contact and escalating more complex matters as needed.
• Documents incoming calls using a case management tool to resolve issues within identified service level agreements.
• Proactively escalates issues to People Operations Specialist and COE teams and HRIS team on the customer's behalf to ensure the service levels are met.
• Confidently resolves routine issues with efficiency and sound judgement, while recognizing when to escalate more complex situations to ensure timely and effective solutions.
• Consistently achieves performance metrics and upholds service level agreement metrics regarding commitments to problem resolution time frames. Abides by quality guidelines when handling customer calls.
• Effectively explains processes in a simple, understandable manner and ensures teammates stay informed through consistent and collaborative communication.
• Adheres closely to established procedures while maintaining a strong focus on accuracy and quality to ensure thorough and consistent case handling.
• Achieves high teammate satisfaction and service quality scores
• Offer guidance on policies and tools, ensuring that each teammate/leader interaction is positive and professional.
• Establishes and nurtures trust with diverse stakeholders by tailoring communication and interactions to suit the audience whether physicians, leaders, or colleagues -ensuring clarity and professionalism.
• Driving impact in service delivery by optimizing processes, engaging diverse stakeholders, and streamlining operations to cultivate a customer-focused mindset.

Required Experience

• Bachelor’s Degree (or equivalent knowledge) in HR, Business, or related field.
• Typically requires 1 years of experience in human resources or 5 years in customer service.
• Passionate about service and delivering exceptional experiences.
• Demonstrates patience, active listening, and a solutions-oriented attitude.
• Resolves routine issues confidently and escalates when appropriate.
• Explains processes simply and keeps teammates informed.
• Ability to identify the root cause of a problem and recognize gaps to bring resolution.
• Consistently achieves performance metrics and ensures case quality.
• Ability to identify and /implement process improvement opportunities
• Achieves high teammate satisfaction and service quality scores.
• Demonstrates knowledge and understanding of Human Resources functions to support COE and overall HR Teams.
• Strong computer skills, including Microsoft Office, human capital management systems, case management and knowledge management tools.
• Detailed oriented with ability to effectively work well with others in a fast-paced environment and with colleagues.
• Must reside in a remote-eligible state: AL, AR, AZ, CO, DC, FL, GA, IL, IN, LA, MI, MN, MO, NC, NV, OH, OK, PA, SC, TN, TX, VA, WI, WY