People Experience Representative I

Advocate Health Care; Oak Brook (IL); On-site; USD 52,000 - 78,000; Full time

Job summary

Advocate Health Care in Oak Brook, IL seeks an HR Service Center professional dedicated to delivering exceptional service. You will answer inquiries, resolve routine issues on first contact, and escalate complex cases to subject matter experts using established procedures and systems.

This role requires a Bachelor’s degree in HR or related field and 1 year of HR experience or 5 years in customer service. You will collaborate with leaders and physicians, maintain accuracy, and support continuous

Qualifications

• Requires Bachelor's Degree in HR, Business, or related field.
• Experience: 1 year in HR or 5 years in customer service.
• Strong computer skills and familiarity with case management tools.
• Ability to work in a fast-paced environment.

Responsibilities

• Answer team member and manager inquiries using procedures and reference materials.
• Respond to escalated HR Service Center inquiries via phone, website, or email.
• Resolve issues on first contact; escalate complex matters as needed.
• Document calls with a case management tool within SLA.
• Escalate issues to People Operations Specialists and COE/HRIS teams.
• Explain processes clearly and keep teammates informed.
• Maintain accuracy and quality in case handling.
• Aim for high teammate satisfaction and service quality scores.
• Assist with policy/tools guidance and maintain professional interactions.

Skills

Patience & empathy

Active listening

First-contact resolution

Communication

Root cause analysis

Process improvement

Customer service excellence

Team collaboration

Attention to detail

Problem solving

Education

Bachelor's degree in HR or related field

Tools

Microsoft Office

HRIS systems

Case management tools

Knowledge management tools

Job description

Major Responsibilities

• 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.
• 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 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.

Licensure, Registration, And/or Certification Required

None Required.

Education Required

Bachelor’s Degree (or equivalent knowledge) in HR, Business, or related field.

Experience Required

Typically requires 1 years of experience in human resources or 5 years in customer service.

Knowledge, Skills & Abilities Required

• 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.

Physical Requirements And Working Conditions

• This position requires travel so it will be exposed to road, weather and travel hazards.
• Operates all equipment necessary to perform the job.
• Exposed to normal office environment.

DISCLAIMER

All responsibilities and requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

This job description in no way states or implies that these are the only responsibilities to be performed by an employee occupying this job or position. Employees must follow any other job-related instructions and perform any other job-related duties requested by their leaders.