The BSNA HR Client Services Advisor is a member of the Client Services team and has an exciting opportunity to the build of a Business Services delivery model at BSNA. The BSNA HR Client Services Advisor will be responsible for assisting and facilitating employee and manager inquiries and requests that are received via phone, email, the HR portal, or other access channels. The BSNA HR Client Services Advisor will perform high-volume services through the HR Shared Services Center through standardized processes including administrative work, order fulfillment and database transactions via telephone, web, facsimile, email or correspondence. Ability to identify root cause call patterns, root cause of repetitive identifying gaps in call center scripting,
Experience working in an HR shared services organization is ideal, which would include experience in supporting inquiries and operational activities related to Payroll, Benefits, Employee Relations, Compensation and other HR related disciplines. The successful candidate should also have strong organizational skills with a high attention to detail, outstanding time management and communication skills, a commitment to exceptional customer support, and the ability to build relationships at every level of the organization. This person must be comfortable dealing with highly sensitive and confidential matters. Our ideal candidate enjoys working in dynamic and high-growth environments and is experienced in supporting a variety of HR disciplines.
First point of contact for inquiries from all channels resolving 70% – 90% of inquiries during first contact.
Helps customers navigate through direct access materials and functionality.
Seeks rapid and efficient resolution of 'How To' questions using scripts, FAQ's, and desk top procedures without deviation, promptly resolving upon first call/contact.
Logs all calls on the case management system. Updates other systems as needed.
Abides by documented Quality guidelines when handling customer calls.
Uses professional and customer-focused approach to handle customer inquiries. Ensures client privacy where appropriate, including confidentiality and protection of sensitive client reports or information. Ensures quality customer experience by communicating empathy to de-escalate difficult situations.
Consults managers and employees and provides guidance on aspects of manager/employee issues related to HR policies & procedures
Provide audit support in transactions for the employee life cycle, including but not limited to; Manager Transfers, promotions, compensation changes, one-time payments and exits that cannot be completed through Manager Self Service
Ensure compliance and accuracy on all processed transactions including but not limited to changes to bank details, Personnel Administration (name, address changes), Tax Changes, Operational Benefits tasks (Qualified Medical Child Support Orders, Medical Verification of Employment, Dependent Verification, Educational Assistance pre-approval and reimbursement) and as well as ensuring data validity
Displays dependability by being punctual and achieves an appropriate level of attendance.
Handles situations which require adaptation of response or extensive research
Maintains ownership of cases through resolution working with internal resources and/or COE’s
Investigates customer complaints regarding services, and issues resulting in appropriate resolution.
Expert level role. Highly-skilled with extensive proficiency
Maintains an up to date understanding and awareness of specific HR processes and procedures related to Employee Relations and other HR functions.
Provide feedback and recommended updates of all Contact Team tools, job aids, scripts, and standard operating procedures as well as communication and content that is delivered through the portal.
Attends and participates in on-going training to support the ever changing environment.
Demonstrates an ability to learn and actively seek out knowledge in a self-guided, keyword driven and document heavy knowledgebase.
May assist with outbound calls, process improvement, support work, knowledge base improvement suggestions, and peer coaching and training
Bachelor's Degree or High School Diploma with industry experience, or a combination of education and industry experience.
Bachelor’s Degree in Human Resources, Business, or relevant subject
3 year experience with direct accountability for customer and satisfaction in a customer service, call center, or service center environment
3 year experience in human resources, with a concentration in an Employee Relations HR function, Payroll or HR Generalist function
HR certification, and multi-language proficiency a plus
Minimum years of relevant experience: 2-5; prior experience in a call center, service center in a service industry with at least one year in a Senior level position
Exposure to HR and/or case management technologies a plus (e.g., portal technology, content management, case management, human capital management, etc.)
One year in a Senior level Customer Service position
Fluent in English and French
Uses excellent verbal communication including proper grammar, tone, and a clear speaking voice to ensure solid communication with the customer via all contact channels.
Proven team-partnering capabilities
Computer aptitude, including typing of at least 35 wpm, accurate data entry, and the ability to effectively work in a Windows based environment.
Must work well, both independently and with a team.
Ability to work in a fast paced, rapidly changing environment.
Attention to detail
Handle confidential data appropriately
Works under general supervision with latitude for independent judgment.
Demonstrates excellent written communication skills including proper grammar and correct sentence structure to document cases in the case management system and communicate with customers and employees via all contact channels.
Contribute to a healthy team community, fosters sharing of best practices, and enable and model an environment of open feedback and communication across
Detail oriented with an ability to function well in stressful situations.
Ability to handle a large volume of calls with accuracy.
Ability to multi-task when communicating with associate regarding issues while utilizing a headset, navigating multiple monitors and systems simultaneously.
Ability to sit for long periods. Ability to work on computer for long periods.
Understand and effectively consults when calls need to be sent to Tier 3 or Operations for resolution. Ability to resolve sensitive calls when necessary and effectively identify when a case needs to be resolved.
Understands scope of services and resolves escalated items to Operations/COE as defined.
Ability to work effectively in high-pressure situations that require sound decision making and may involve confidential or sensitive matters
Expertise in HR administration and general exposure / knowledge of various HR functions (e.g., policy, compensation, employee relations, benefits, performance management, etc.)
General knowledge of Federal and state laws/regulations that govern Human Resources
KRONOS (or other time keeping software
Coca-Cola is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
Website : http://enjoycareers.com/
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