HR Customer Advisor

We have an outstanding Contract position for an HR Customer Advisor to join a leading Company located in the Charlotte, NC surrounding area. US Citizenship is required. Responsibilities 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 their inquiry; employee satisfaction with the experience we provide 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 in a professional and courteous manner Process Improvement: Identify opportunities for process improvement and contribute to the development of 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 that all interactions with employees meet or exceed expectations This is a production environment, and as such, you will be held accountable to daily KPI metrics, including: first‑response and resolution rates; case resolution quality and accuracy; adherence to ServiceNow quality standards and guidelines; customer satisfaction ratings; and utilizing 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; escalated 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 that self‑serve information for employees is accurate and easily accessible; collaborate with HR teams to identify and address knowledge gaps and training needs Basic Hiring Criteria High school diploma or equivalent; Bachelor's degree in a related field strongly preferred Minimum 2 years of experience in an HR Shared Service or a related field, prior experience in a production‑type environment Proficiency in ServiceNow and ability to navigate the platform effectively Experience with ServiceNow case management and ticketing Ability to utilize ServiceNow to document and track employee interactions 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 Military connected talent encouraged to apply. VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit Equal Opportunity Legislation California Fair Chance Act Los Angeles City Fair Chance Ordinance Los Angeles County Fair Chance Ordinance for Employers San Francisco Fair Chance Ordinance #J-18808-Ljbffr TAD PGS, Inc.