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Tampa FL Full Time Posted: Tuesday, 3 December 2019
 
 
Applicants must be eligible to work in the specified location
Job Description

A member of the Client Services team and has an exciting opportunity to the build of a Business Services delivery model at BSNA. The BSNA HR Client Services Advisor will be responsible for assisting and facilitating employee and manager inquiries and requests that are received via phone, email, the HR portal, or other access channels. The BSNA HR Client Services Advisor will perform high-volume services through the HR Shared Services Center through standardized processes including administrative work, order fulfillment and database transactions via telephone, web, facsimile, email or correspondence. Ability to identify root cause call patterns, root cause of repetitive identifying gaps in call center scripting.

Experience working in an HR shared services organization is ideal, which would include experience in supporting inquiries and operational activities related to Payroll, Benefits, Employee Relations, Compensation and other HR related disciplines. The successful candidate should also have strong organizational skills with a high attention to detail, outstanding time management and communication skills, a commitment to exceptional customer support, and the ability to build relationships at every level of the organization. This person must be comfortable dealing with highly sensitive and confidential matters. Our ideal candidate enjoys working in dynamic and high-growth environments and is experienced in supporting a variety of HR disciplines.

  • First point of contact for inquiries from all channels resolving 70% - 90% of inquiries during first contact.
  • Helps customers navigate through direct access materials and functionality.
  • Seeks rapid and efficient resolution of How To questions using scripts, FAQ s, and desk top procedures without deviation, promptly resolving upon first call/contact.
  • Logs all calls on the case management system. Updates other systems as needed.
  • Abides by documented Quality guidelines when handling customer calls.
  • Uses professional and customer-focused approach to handle customer inquiries.
  • Ensures client privacy where appropriate, including confidentiality and protection of sensitive client reports or information.
  • Ensures quality customer experience by communicating empathy to de-escalate difficult situations.
  • Consults managers and employees and provides guidance on aspects of manager/employee issues related to HR policies & procedures

Position Requirements

Education Minimum Required:
• Bachelor s Degree or High School Diploma with industry experience, or a combination of education and industry experience.
Preferred Level:
• Bachelor's Degree in Human Resources, Business, or relevant subject
Experience Minimum Required:
• 3 year experience with direct accountability for customer and satisfaction in a customer service, call center, or service center environment
• 3 year experience in human resources, with a concentration in an Employee Relations HR function, Payroll or HR Generalist function
Preferred Level:
• HR certification, and multi-language proficiency a plus
• Minimum years of relevant experience: 2-5; prior experience in a call center, service center in a service industry with at least one year in a Senior level position
• Exposure to HR and/or case management technologies a plus (eg, portal technology, content management, case management, human capital management, etc.)
• One year in a Senior level Customer Service position

Skills Minimum Required:

• Bilingual (must be fluent in English and French)

• Uses excellent verbal communication including proper grammar, tone, and a clear speaking voice to ensure solid communication with the customer via all contact channels.
• Listening skills
• Customer service
• Proven team-partnering capabilities
• Computer aptitude, including typing of at least 35 wpm, accurate data entry, and the ability to effectively work in a Windows based environment.
• Must work well, both independently and with a team.
• Ability to work in a fast paced, rapidly changing environment.
• Attention to detail
• Handle confidential data appropriately
• Works under general supervision with latitude for independent judgment.
• Demonstrates excellent written communication skills including proper grammar and correct sentence structure to document cases in the case management system and communicate with customers and employees via all contact channels.
• Contribute to a healthy team community, fosters sharing of best practices, and enable and model an environment of open feedback and communication across
• Detail oriented with an ability to function well in stressful situations.
• Ability to handle a large volume of calls with accuracy.
• Ability to multi-task when communicating with associate regarding issues while utilizing a headset, navigating multiple monitors and systems simultaneously.
• Ability to sit for long periods. Ability to work on computer for long periods.
• Understand and effectively consults when calls need to be sent to Tier 3 or Operations for resolution. Ability to resolve sensitive calls when necessary and effectively identify when a case needs to be resolved.
• Understands scope of services and resolves escalated items to Operations/COE as defined.
• Ability to work effectively in high-pressure situations that require sound decision making and may involve confidential or sensitive matters
• Negotiating skills
• Consulting
Preferred Level:
• Expertise in HR administration and general exposure/knowledge of various HR functions (eg, policy, compensation, employee relations, benefits, performance management, etc.)
• General knowledge of Federal and state laws/regulations that govern Human Resources
• SAP experience.
• AS400
• KRONOS (or other time keeping software)

About Company

Coca-Cola Business Services North America LLC is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

As an Equal Opportunity Employer, BSNA is committed to providing reasonable accommodations to applicants and employees with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by email at (see below)


Tampa FL, United States of America
HR
Coca-Cola Business Services North America LLC
Coca-Cola Business Services North America LLC
JS350-EN_US
12/3/2019 4:12:42 PM


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