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Aurora Health Care · 1 day ago

People Experience Representative I

United States

Full-time

Remote

Entry Level

$25/hr - $37/hr

2+ years exp

Aurora Health Care is seeking a People Experience Representative I to be the first point of contact for employee inquiries. This role involves providing exceptional customer service in a fast-paced environment, navigating systems, and resolving HR-related issues efficiently.

Health Care

H1B Sponsor Likely

Responsibilities

Driven by a passion for service and delivering exceptional customer experiences. Consistently demonstrates patience, active listening, and a solutions-focused approach to address needs effectively

Utilizes procedures, policies, ERP, and other reference materials to assist in answering team member and manager inquiries which contributes to the timeliness of resolution

Responds to escalated inquiries into the Human Resources Service Center via telephone, website, or email utilizing all available tools and resources

Responsible for resolving issues upon first contact and escalating more complex matters as needed

Documents incoming calls using a case management tool to resolve issues within identified service level agreements

Proactively escalates issues to People Operations Specialist and COE teams and HRIS team on the customer's behalf to ensure the service levels are met

Confidently resolves routine issues with efficiency and sound judgement, while recognizing when to escalate more complex situations to ensure timely and effective solutions

Consistently achieves performance metrics and upholds service level agreement metrics regarding commitments to problem resolution time frames. Abides by quality guidelines when handling customer calls

Effectively explains processes in a simple, understandable manner and ensures teammates stay informed through consistent and collaborative communication

Adheres closely to established procedures while maintaining a strong focus on accuracy and quality to ensure thorough and consistent case handling

Achieves high teammate satisfaction and service quality scores

Offer guidance on policies and tools, ensuring that each teammate/leader interaction is positive and professional

Establishes and nurtures trust with diverse stakeholders by tailoring communication and interactions to suit the audience whether physicians, leaders, or colleagues -ensuring clarity and professionalism

Driving impact in service delivery by optimizing processes, engaging diverse stakeholders, and streamlining operations to cultivate a customer-focused mindset

Qualification

HR experienceCustomer service experienceHuman Resources knowledgeProcess improvementMultitaskingMicrosoft OfficeCase management toolsActive listeningProblem solvingDetail-oriented

Required

Associate Degree or higher

2 years experience in HR

5 years experience in Customer Service (call center for example)

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

Company

Aurora Health Care

At Aurora Health Care, helping people live well is what drives us – it’s our purpose and what we do every day.

Founded in 1984

Milwaukee, Wisconsin, USA

10001+ employees

http://aurorahealthcare.org

H1B Sponsorship

Aurora Health Care has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (1)

2023 (1)

2022 (2)

2021 (1)

2020 (1)