Experience Specialist

Looking for a passionate and highly-motivated Experience Specialist to join the HR Team.

The primary responsibility of this role is to provide a high level of customer service to members of the teams by accurately and rapidly answering their questions via written responses using a custom online tool.

Reporting to the Senior Manager of HR Transformation, the person in this role will support the team’s objective to transform the way HR engages with anyone in the company.

What you’ll be doing

• Provide a customer-first level of service to help anyone part of the internal Team in North America get their question answered or need resolved – be a steward that helps establish the HR online tool as a partner they can trust and rely on
• Correctly identify the population segment of the person asking the question to determine the correct answer to provide, including but not limited to job level, worker type, work location, and entity
• Understand the needs and intentions of the person asking the question to ensure their question is answered accurately, even when the question may be vague (follow up may be needed to clarify)
• Be able to converse with the person asking the question, via written communications, in a positive and welcoming tone while maintaining professionalism
• Ensure a “need to know” level of privacy and confidentiality of who is asking questions and what they are asking
• Quickly and accurately navigating a library of information across 30 categories and hundreds of pieces of information to find the information that will answer the questions; may involve reaching out to Subject Matter Experts if the answer is not readily available
• Triage and respond to 20-30 online questions per day, ensuring each question received is either resolved or escalated within 24 hours or less
• Apply discretionary judgement to determine when a question should be escalated and work with the appropriate escalation contact to ensure a proper handoff

Qualifications

• Customer-first mindset and attitude; previous customer service experience
• Strong written and verbal communication skills; proficiency with the English language
• Proven ability to collaborate with a wide range of people at all levels in the organization
• Proven ability to maintain a high degree of confidentiality
• Willingness/passion for managing a high-volume of tasks while maintaining a high-degree of accuracy and attention to detail
• A positive team attitude that looks to learn and grow everyday
• Proficiency with Microsoft 365 applications (Word, Excel, PowerPoint, Teams)
• Ability to quickly learn new software
• High School Diploma or equivalent (GED) or higher degree

Added bonus if you have

• Proficiency in Spanish, French, and/or Japanese
• Advanced writing and content management experience
• Awareness of Design Thinking
• College degree