HR Customer Advisor (Hybrid)

We are seeking an HR Customer Advisor to provide employee support through ServiceNow, live chat, and phone. The ideal candidate has strong communication and problem-solving skills, experience in a metrics-driven service environment, and a commitment to delivering excellent employee service.

• Respond to and resolve HR-related inquiries through ServiceNow, providing clear written responses and guidance on next steps.
• Assist employees through live chat and phone in a timely, professional manner.
• Document and track employee interactions and maintain accurate case records.
• Meet daily performance goals for response times, resolution rates, case quality, accuracy, and employee satisfaction.
• Collaborate with service center colleagues to resolve complex issues and escalate or transfer cases as needed.
• Identify opportunities to improve processes, reduce turnaround times, and enhance the employee experience.
• Use ServiceNow metrics and reporting to monitor performance and identify trends.
• Review and update knowledge base articles and employee self-service resources to reflect current HR policies and procedures.
• Partner with HR teams to identify knowledge gaps and training needs.

Required Qualifications:

• High school diploma.
• Minimum 2 years of experience in HR shared services or a related field.
• Prior experience in a production or metrics-driven service environment.
• Proficiency with ServiceNow, including case management, ticketing, and documenting employee interactions.
• Experience with Microsoft Office, applicant tracking systems, and human resources information systems.
• Ability to interact effectively with employees, management, and other customers.
• Strong follow-through and ability to manage multiple priorities and deadlines.
• Familiarity with performance metrics and reporting tools.
• Ability to identify trends and recommend improvements.

Preferred Qualifications:

• Bachelor’s degree in a related field.

Benefits:

• Health Insurance
• 401k

Pay Range: $20.00 - $23.00 per hour (Depending on experience and qualifications)

By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from HEPCO, Inc and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.hepcoinc.com/privacy/

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, marital status, national origin, age, veteran status, disability, or any other protected class.