Employee Advisor

Trane Italia•Davidson, NC

10d•Hybrid

About The Position

Trane Technologies is a world leader in creating comfortable, sustainable, and efficient climate solutions. The company is committed to putting the planet first, with sustainability being integral to its business. The HR Solutions Employee Advisor role is a frontline support position within Trane Technologies' HR Solutions Center. This center serves as the primary helpline for employees (active and retired) regarding various HR-related inquiries, including Health & Welfare Benefits, Payroll, Pension/401k, Health Progress, Leaves, and Corporate Programs. The advisor will be responsible for assisting employees with these topics.

Requirements

High School diploma
1-2 years call center/customer care or other related customer contact experience preferred
Computer proficiency required (Word, Excel, Outlook)
Inbound/Outbound Contact Center call handling (Phone Soft Skills)
Must have ability to work as part of a team
Must be able to be self-directed as needed
Must be detail oriented with a strong commitment to quality assurance
Must be able to manage time, work under pressure and deliver customer satisfaction
Strong verbal and writing communication skills

Nice To Haves

Familiarity with Change Acceleration: Must be champions of change in effort to support changing initiatives and process improvements
Familiarity with Collaboration: Facilitates partnerships across teams and organizations that add value to the business. Builds and sustains an effective team environment
Familiarity with Customer Focus: Builds customer relationships and high levels of customer trust and loyalty by listening to customer issues and ideas. Uses customer feedback to establish and improve processes and systems. Manages the escalation of issues and opportunities with the appropriate key stakeholders
Familiarity with Drive for Results: Effectively and efficiently manages resources, processes, projects and systems. Acts with a sense of urgency and produces results. Ensure effective delivery, implementation and execution of HR services/processes regionally

Responsibilities

Be able to assist 35+ employees per day (or more depending on seasonal volumes)
Provide accurate, up-to-date information pertaining to Health & Welfare Benefits, Payroll, Pension/401k, Health Progress, Leaves, and Corporate Programs
Identify and resolve issues pertaining to Trane Technologies policy/eligibility guidelines
Perform needed analysis; conducting required research and provide resolution to bring closure to customer issues, during the first interaction if possible
Follow up with customer issues to guarantee prompt resolution
Ability to multitask and prioritize in a fast-paced environment
Customer Focus/Quality oriented and results driven skills required
Excellent communication, with analytical and decision-making skills
Document each interaction accurately with customer case system
Instill trust and confidence while working with customers to overcome challenges
Must be available to work flexible full-time hours depending on assigned shift; shifts range from 8am-7pm EST, Monday-Friday