HR Customer Advisor

Position would require the candidate to be a W2 employee of Donatech. US citizenship required. Case Management Respond to and resolve HR-related cases through ServiceNow, providing written responses to employee inquiries and issues. Ensure prompt and accurate resolution of cases, with a focus on answering the initial inquiry and providing the potential next steps that may follow the inquiry. Employee satisfaction is our primary goal. Live Employee Chat & Phone Inquiries Engage with employees through live chat or phone, providing timely and effective support and resolving issues professionally and courteously. Process Improvement Identify opportunities for process improvement and contribute to developing solutions that enhance the employee experience, reduce cycle times, and improve efficiency. Collaborate with cross-functional teams to implement changes and measure their impact. Quality and Standards Adhere to established quality standards and guidelines for customer engagement, ensuring all interactions with employees meet or exceed expectations. This is a production environment, and you will be held accountable to daily key performance indicators (KPIs), including: First-response and resolution rates Case resolution quality and accuracy Adherence to ServiceNow quality standards and guidelines Customer satisfaction ratings Utilize ServiceNow metrics and reporting to monitor and improve performance and make data-driven decisions to drive continuous improvement. Collaboration and Escalation Work collaboratively with higher-level service center personnel to resolve complex customer issues. Escalate or transfer cases to other provider groups as needed, ensuring seamless transitions and resolution. Knowledge Management and Compliance Stay up to date with changes in HR policies, procedures, and systems, and ensure that knowledge base articles and self-serve information for employees are accurate, current, and compliant with organizational requirements. Review and update knowledge base articles to reflect changes in policies and procedures Ensure self-serve information for employees is accurate and easily accessible Collaborate with HR teams to identify and address knowledge gaps and training needs Qualifications 2+ years of experience in an HR Shared Service or a related field, prior experience in a production-type environment Excellent written communication skills, strong analytical and problem-solving skills Ability to interact effectively with management, employees, and other customers Strong follow-through and closure orientation Ability to work in a fast-paced, dynamic environment with multiple priorities and deadlines Technical savviness, with experience in MS Office environments, ServiceNow (or similar platform), Applicant Tracking Systems, and HR Information Systems Ability to identify trends and opportunities for improvement Familiarity with metrics and reporting tools Bachelor's degree in a related field (strongly preferred) High School Diploma #J-18808-Ljbffr Donatech Corporation