People Connect Representative
About The Position
Plays a critical role in delivering high-quality People Practices customer service as part of our People Practices (PP) team. This individual contributor is responsible for providing inquiry and transactional support services to PP customers including, addressing day-to-day HR inquiries, and facilitating basic data transactions. The role involves using case and knowledge management tools, telephony, chat, online cases, and email to resolve PP customer inquiries, requests and ensure timely, accurate support. This team operates collaboratively with internal stakeholders and shares knowledge to foster continuous improvement and alignment with organizational priorities. This role reports to the People Connect Services Team Leader.
Requirements
- High School Diploma.
- 2+ years of related experience, or an equivalent combination of training and experience.
Nice To Haves
- Experience with Workday and ServiceNow systems a plus.
- Experience in a People Practices (Human Resources) service delivery center is a plus.
- Bi-lingual (English and Spanish) both written and oral is preferred.
Responsibilities
- Uses case and knowledge management tool, telephony, chat, online cases, and email platforms to answer and complete basic People Practices (HR) inquiries, work/life data transactions, and requests from PP customers.
- Initiates, processes, and accurately documents PP transactions, ensuring compliance with procedures and data privacy standards.
- Provides courteous and professional support, striving for positive and inclusive experiences during every interaction and escalating more complex issues according to established protocols.
- Maintains up-to-date knowledge of PP policies, practices, and programs. Proactively share insights and best practices within the team to improve service quality.
- Adheres to case and service delivery standards, including data entry, documentation, and audit requirements. Supports organizational commitment to compliance and continuous improvement.
- Identifies and triages inquiries for appropriate handling, escalate complex cases, and follow up to ensure resolution and closure.
- Utilizes Workday, ServiceNow, and other PP systems for data transactions and inquiries; troubleshoots basic system issues as needed.
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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
