What are the responsibilities and job description for the Associate Coworker Experience Consultant position at CDW?
The Associate Coworker Experience Consultant is an integral part to our best in class shared services function within Coworker Success (CWS). The CWE Consultants are a team of coworkers that drive for efficiency in all that CWS does. These coworkers are responsible for building and providing the foundation on which we build our operating model.
They will serve as a key resource to CWE and Coworker Success (CWS) leaders in driving high quality coworker experience and ongoing operational effectiveness in service delivery. The CWE team is comprised of the following groups: coworker support services, people leader services, knowledge, and process optimization. This role will be responsible for providing inquiry and issue resolution support for CDW coworkers and contractors.
Key Areas of Responsibility
- Responding to inquiries assigned through the ServiceNow case management system within designated SLAs.
- Leveraging knowledge base articles and resource guides to provide information and guide coworkers on how to complete processes and transactions in systems.
- Identifying opportunities for process or knowledge improvement as a direct result of the interaction with the coworker.
- Provide best in class support by demonstrating our “Coworker First” pillar of our CWS Guiding Principles at all times.
- Support coworkers and leaders via the ServiceNow case management system, email, and calls where necessary.
- Collaborate within CWS functions to ensure operational effectiveness of CWE service delivery.
- Demonstrate exceptional judgment and discretion when dealing with highly sensitive requests, information, and data.
- Adapt readily to changing priorities; offering solutions to challenges or problems as they occur.
- Establish rapport, credibility, trust, and respect throughout the organization at all levels, and be viewed as a team player with exceptional communication and decision-making skills.
- Participate in CWE project work as assigned by the leader.
- Additional responsibilities as assigned by the leader
Education and/or Experience Qualifications
- High School Diploma and 3 years of administrative or human resources experience OR
- Bachelor's Degree
Required Qualifications
- Provide quality results within required deadlines.
- Handle sensitive and highly personal information daily and maintain confidentiality.
- Understand and execute CWS procedures and policies.
- Strong communication (verbal, written and non-verbal), listening, and problem-solving skills.
- Aptitude for helping coworkers while driving a positive coworker experience.
- Excellent reading comprehension and demonstrated ability to thoroughly and thoughtfully respond to inquiries.
Preferred Qualifications
- Experience with ServiceNow or other HR case and knowledge management tools.
Salary : $59,500 - $75,400