People Experience Associate — HR Service Center

Advocate Health Care; Oak Brook (IL); On-site; USD 42,000 - 64,000; Full time

Job summary

Advocate Health Care in Oak Brook, IL seeks a Customer Service-focused HR professional to join the HR Service Center. You will respond to inquiries, resolve issues at first contact, and guide teammates with clear explanations and compliant processes.

Qualified candidates have a Bachelor's in HR or related field and 1 year HR or 5 years customer service experience; strong communication, problem‑solving, and computer skills with ERP and HR systems; travel not required.

Qualifications

• 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.
• Strong computer skills, including Microsoft Office, human capital management systems, case management and knowledge management tools.
• Detail oriented with ability to effectively work well with others in a fast-paced environment and with colleagues.

Responsibilities

• Driven by a passion for service and delivering exceptional customer experiences.
• 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 elevate 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.

Skills

Patience & active listening

Customer service mindset

Communication skills

Problem solving

Process improvement

Education

Bachelor's Degree in HR/Business

Tools

ERP

Case management tool

HRIS systems

Microsoft Office

Job description

Advocate Health Care in Oak Brook, IL seeks a Customer Service-focused HR professional to join the HR Service Center. You will respond to inquiries, resolve issues at first contact, and guide teammates with clear explanations and compliant processes.

Qualified candidates have a Bachelor's in HR or related field and 1 year HR or 5 years customer service experience; strong communication, problem‑solving, and computer skills with ERP and HR systems; travel not required.