Associate Experience Advisor

Jobtailor; Jacksonville (FL); On-site; USD 40,000 - 52,000; Full time

Job summary

Jobtailor in Jacksonville, FL is seeking an HR Associate to act as the frontline resource for associates’ questions about policies, procedures, and system navigation. You will use a case management tool to record, open, process, and close requests, while supporting leadership in refining HR procedures and maintaining confidentiality.

The role emphasizes internal customer service, strong communication, and the ability to manage multiple tasks while meeting performance metrics.

Qualifications

• Associates Degree or equivalent education and experience.
• Strong verbal and written communication skills.
• Ability to manage expectations and multiple projects.
• Strong organizational and time management skills.
• Attention to detail and confidentiality awareness.
• Customer service mindset with internal stakeholder focus.

Responsibilities

• Serve as the first point-of-contact for associates resolving questions related to policies, procedures, processes and system navigation.
• Use case management tool for recording and administering requests and may assist other service center associates with opening, recording, processing or closing cases.
• Seek guidance or elevate more complex/confidential inquiries to higher level support.
• Assist leadership with establishing and improving HR procedures and processes to meet performance goals.
• Maintain confidentiality of department and associate information.
• Strive to meet and exceed metrics and SLAs where applicable.
• Perform other duties as required and/or assigned.

Tools

Case Management Software

Job description

• Serve as the first point-of-contact for associates resolving their questions related to policies, procedures, processes and system navigation
• Use case management tool for recording and administering requests and may assist other service center associates with opening, recording, processing or closing cases
• Seek guidance or elevate more complex and/or confidential inquires/requests to higher level functional support
• Assist leadership with establishing and improving upon defined HR procedures and process methods to efficiently and accurately meet performance goals
• Maintain confidentiality of department and associate information according to established practices
• Strive to meet and exceed metrics and Service Level Agreements (SLAs) where applicable
• Perform other duties as required and/or assigned.

Requirements

• Associates Degree
• Associates degree in Human Resources, Business or related field or equivalent education and experience
• Minimum 1+ year experience in a customer service or customer support role
• An associate first mindset with dedication to internal customer service and company culture
• Strong verbal and written communication skills; demonstrated ability to effectively with peers, management, teammate and vendors
• Strong organizational and time management skills
• Strong attention to details
• Ability to manage expectations, process and multiple projects simultaneously
• A roll up your sleeves and dive in approach with willingness to assist other functions as needed to achieve or exceed department and company business objectives

Core Competencies

Demonstrates strong customer service skills with a focus on internal support, effective communication, and organizational abilities. Capable of managing multiple projects while maintaining confidentiality and striving to meet performance metrics.

Highest-signal resume keywords

• Customer Service Experience
• Strong Verbal Communication Skills
• Strong Organizational Skills
• Attention to Detail
• Case Management Tool Proficiency

ATS Optimization Keywords

Hard Skills

• Case Management
• Policy and Procedure Knowledge
• Performance Metrics Management
• Process Improvement
• Human Resources Knowledge

Soft Skills

• Strong Written Communication
• Time Management
• Expectation Management
• Team Collaboration
• Adaptability

Certifications & Qualifications

• Associates Degree

Industry Keywords

• Service Level Agreements
• Internal Customer Service
• Confidentiality Practices
• HR Procedures
• Business Objectives