Business Solutions Advocate I

RK&K • Baltimore, MD

11h

About The Position

RK&K is hiring for a Business Solutions Advocate to join our team in Baltimore, MD.  As an Employee Service Representative, you will be a crucial part of our mission, partnering with Specialists in IT, HR, Benefits, Payroll, Accounting, Facilities departments. You will be the primary point of contact for communication and collaboration, ensuring the timely resolution of issues and service requests and effective process improvement changes.   This is a great opportunity for someone who is dedicated and passionate about customer service and human resources, and inclined to technology (password resets, basic email/application support).

Requirements

• High School Diploma or equivalent
• 3-5 years working in a corporate environment in a customer services, administrative, HR or technical support role
• Ability to manage confidential and sensitive employee information and adhere to strict confidentiality standards
• Strong analytical and critical thinking skills, with demonstrated success in driving complex strategies and initiatives
• Concise communication skills (verbal and written) with clear articulation of problems, relative data and recommendations
• Self-starter, strong drive, bias for action and results oriented
• Establish and cultivate a strong working relationship with employees and multiple teams to drive resolution activities
• 2+ years of general entry-level information technology/computer troubleshooting skills (gained from education, hobby, work, etc.)

Nice To Haves

• Experience working in a shared services environment and other elements of service support such as process redesign, call center related systems and customer or user process design
• Experience participating in cross-functional projects and delivering company-wide programs
• Experience in process improvement methodology

Responsibilities

• Gain and maintain a thorough understanding of our Business Management group services and processes (HR, IT, Facilities, Accounting)
• Champion the RK&K culture – know who we are and how we serve our employees
• Manage the entire lifecycle of cases coming into the service center, from intake to resolution, thorough documentation, and reporting
• Attend regular meetings with internal and external stakeholder teams to research the events leading up to the escalation, capture the sequential flow of events, identify the root cause(s) of the issue(s), document the corrective action for each of the root causes, and provide a summary write up that provides insight to help improve workflow, communication, and documentation of our workflows and processes
• Influence leaders and teams, sometimes challenging proposed solutions while fiercely advocating for the employee
• Challenge assumptions of why a process or service failed; ask the tough questions to get to the root cause of the problem
• Identify trends and themes in the data to see where we have larger issues that need to be addressed; meet with service owners to discuss the data and determine how to move forward with next steps
• Regular reporting, as well as ad hoc reporting for service and business leaders

Benefits

• Paid time off
• Tuition reimbursement
• Health, dental, vision, life, and disability insurances
• Matching 401(k) plan
• Paid Holidays
• Much, much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees