People Experience Rep I (PRN)

Advocate Health and Hospitals Corporation • Charlotte, NC

1d • Remote

About The Position

The People Experience Representative serves as a key member of the HR Service Center team, responding to teammate and leader inquiries while providing accurate guidance on HR policies, processes, systems, and programs. This role is responsible for resolving routine inquiries, documenting cases, escalating complex issues as needed, and ensuring a seamless and positive customer experience. This is a PRN position that will work 40 hours per week. Please note that this role is not benefits eligible.

Requirements

• Bachelor's degree in Human Resources, Business, or a related field, or equivalent combination of education and experience.
• One year of Human Resources experience preferred, or five years of customer service experience.
• Passion for delivering exceptional customer service and teammate experiences.
• Strong verbal and written communication skills with the ability to explain complex information clearly.
• Demonstrated problem-solving and critical-thinking abilities.
• Ability to identify root causes and effectively navigate issues to resolution.
• Strong organizational skills and attention to detail.
• Experience working in a fast-paced, customer-focused environment.
• Proficiency with Microsoft Office and technology platforms, including HR, case management, and knowledge management systems.
• Ability to work independently while also collaborating effectively across teams.

Nice To Haves

• Previous experience within an HR Service Center, Shared Services, or Human Resources environment.
• Experience supporting HR systems, employee inquiries, or case management processes.
• Knowledge of HR operations, policies, and employee lifecycle processes.
• Experience identifying and implementing process improvement opportunities.

Responsibilities

• Deliver exceptional customer service through every interaction with teammates, leaders, physicians, and HR partners.
• Respond to escalated inquiries received through phone, email, and web-based channels utilizing available tools and resources.
• Utilize HR procedures, policies, ERP systems, and knowledge resources to accurately answer questions and resolve issues.
• Resolve routine HR inquiries at first contact whenever possible and escalate complex matters appropriately.
• Document inquiries and resolutions using case management tools while meeting established service level agreements (SLAs).
• Partner with People Operations, Centers of Excellence (COEs), and HRIS teams to ensure timely resolution of teammate concerns.
• Explain HR processes, policies, and tools in a clear, easy-to-understand manner.
• Maintain a strong focus on accuracy, quality, and compliance while adhering to established procedures.
• Monitor and achieve performance metrics related to quality, productivity, resolution times, and customer satisfaction.
• Build trust and credibility with a diverse group of stakeholders across the organization.
• Identify root causes of issues and recommend process improvement opportunities that enhance service delivery.
• Support a culture of operational excellence through collaboration, process optimization, and continuous improvement initiatives.
• Foster positive and professional interactions that contribute to high teammate satisfaction and engagement.

Benefits

• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance
• 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