People Experience Specialist – HR Service & Support

Advocate Health; Charlotte (NC); On-site; USD 48,000 - 60,000; Full time

Job summary

Advocate Health is seeking a service-oriented professional to support the HR Service Center. You will address inquiries via phone, website, and email, resolve issues on first contact, and escalate complex cases when needed.

Responsibilities include documenting interactions, meeting SLAs, and collaborating with People Operations and COE teams to ensure quality service. A Bachelor’s degree in HR or related field is required, with 1 year HR or 5 years in customer service experience.

Qualifications

• Bachelor's Degree in HR, Business, or related field.
• 1 year of experience in human resources or 5 years in customer service.

Responsibilities

• Respond to inquiries in the HR Service Center via phone, website, or email.
• Resolve issues on first contact and escalate complex matters as needed.
• Document calls using a case management tool within SLAs.
• Escalate issues to People Operations Specialist and COE teams to meet service levels.
• Explain processes clearly and keep teammates informed.
• Maintain accuracy and quality in case handling.

Skills

Patience

Active listening

Solutions-oriented

Communication

Root cause analysis

Process improvement

Team collaboration

Education

Bachelor's degree in HR or related

Tools

Microsoft Office

HRIS systems

Case management tools

Knowledge management tools

Job description

Advocate Health is seeking a service-oriented professional to support the HR Service Center. You will address inquiries via phone, website, and email, resolve issues on first contact, and escalate complex cases when needed.

Responsibilities include documenting interactions, meeting SLAs, and collaborating with People Operations and COE teams to ensure quality service. A Bachelor’s degree in HR or related field is required, with 1 year HR or 5 years in customer service experience.