People Experience Representative I

Aurora Health Care; Oak Brook (IL); On-site; USD 52,000 - 72,000; Full time

Job summary

Aurora Health Care is seeking an experienced HR Service Center professional in Illinois to deliver prompt, friendly service to teammates and leaders. You will apply HR policies, ERP references, and knowledge resources to resolve inquiries and document interactions.

Responsibilities include first-contact resolution, escalation when needed, and maintaining service levels with accurate case handling. Collaboration with COE and HRIS teams is essential to success.

Qualifications

• Bachelor’s Degree in HR, Business, or related field.
• 1 year in human resources or 5 years in customer service.
• Strong communication and problem-solving skills.
• Proficiency with Microsoft Office and HR systems.

Responsibilities

• Respond to inquiries in HR Service Center via phone, website, or email.
• Resolve issues on first contact and escalate when needed.
• Document calls using a case management tool within SLAs.
• Explain processes clearly and keep teammates informed.
• Collaborate with COE teams and HRIS to meet service levels.
• Maintain accuracy and quality in case handling.

Skills

Patience and listening

Solutions orientation

Customer service mindset

Strong communication

Education

Bachelor's degree in HR/business

Tools

Microsoft Office

HR 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.

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.