People Experience Representative I

American Addiction Centers•Oak Brook, IL

1d•$25 - $38•Hybrid

About The Position

This role is responsible for resolving issues within identified service level agreements, documenting incoming calls using a case management tool, and proactively escalating issues to appropriate teams. The representative will explain processes clearly, maintain accuracy and quality in case handling, and achieve high teammate satisfaction and service quality scores. They will also offer guidance on policies and tools, establish trust with diverse stakeholders, and drive impact in service delivery by optimizing processes and fostering a customer-focused mindset.

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

Assist in answering team member and manager inquiries using 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 to ensure service levels are met.
Resolve routine issues with efficiency and sound judgment, while recognizing when to escalate more complex situations.
Achieve performance metrics and uphold service level agreement metrics regarding commitments to problem resolution time frames.
Abide by quality guidelines when handling customer calls.
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 to ensure thorough and consistent case handling.
Achieve high teammate satisfaction and service quality scores.
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.
Drive impact in service delivery by optimizing processes, engaging diverse stakeholders, and streamlining operations to cultivate a customer-focused mindset.

Benefits

Comprehensive suite of Total Rewards
Benefits and well-being programs
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