People Experience Rep I (Hybrid)

American Addiction Centers • Oak Brook, IL

4d • $25 - $38 • Hybrid

About The Position

This is a full-time hybrid position based at the Oak Brook Support Center. The role focuses on providing exceptional customer service and support for HR-related inquiries. The People Experience Rep I will handle a variety of tasks, including answering team member and manager questions, resolving escalated issues, documenting interactions, and collaborating with other HR teams to ensure timely and effective solutions. A key aspect of this role is maintaining high levels of teammate satisfaction and adhering to quality guidelines and service level agreements.

Requirements

• Bachelor’s Degree (or equivalent knowledge) in HR, Business, or related field.
• Typically requires 1 years of experience in human resources or 5 years in customer service.
• Passionate about service and delivering exceptional experiences.
• Demonstrates patience, active listening, and a solutions-oriented attitude.
• Resolves routine issues confidently and escalates when appropriate.
• Explains processes simply and keeps teammates informed.
• Ability to identify the root cause of a problem and recognize gaps to bring resolution.
• Consistently achieves performance metrics and ensures case quality.
• Ability to identify and /implement process improvement opportunities.
• Achieves high teammate satisfaction and service quality scores.
• Demonstrates knowledge and understanding of Human Resources functions to support COE and overall HR Teams.
• Strong computer skills, including Microsoft Office, human capital management systems, case management and knowledge management tools.
• Detailed oriented with ability to effectively work well with others in a fast-paced environment and with colleagues.

Responsibilities

• Answer team member and manager inquiries by utilizing procedures, policies, ERP, and other reference materials.
• Respond to escalated inquiries into the Human Resources Service Center via telephone, website, or email.
• Resolve issues upon first contact and escalate more complex matters as needed.
• Document incoming calls using a case management tool to resolve issues within identified service level agreements.
• Proactively escalate issues to People Operations Specialist and COE teams and HRIS team on the customer's behalf.
• Explain processes in a simple, understandable manner and ensure teammates stay informed through consistent and collaborative communication.
• Adhere closely to established procedures while maintaining a strong focus on accuracy and quality.
• Offer guidance on policies and tools, ensuring that each teammate/leader interaction is positive and professional.
• Establish and nurture trust with diverse stakeholders by tailoring communication and interactions to suit the audience.
• Optimize processes, engage diverse stakeholders, and streamline operations to cultivate a customer-focused mindset.

Benefits

• Competitive compensation
• Generous retirement offerings
• Programs that invest in your career development
• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level