Experience Associate - HR Support

Experience Associate - HR Support

Do you enjoy helping other people?

Imagine that

with everything going on in this world today, with employees working from home, had another way to stay in touch with their HR team.

employees had a chat button for HR related questions and concerns available to them through their designated company collaboration tools.

HR teams had help and can focus on the big, really important things going on in the business.

Do you have experience within the human resources arena?

Does chatting online or talking onthe phone while helping companies improve employee experience appeal to you?

Do you want to make a difference while working from your home office?

If you answered yes to all the above, this may be for you!

Bright Experience, a new service by Bright Talent, is an old school/new school idea to help companies manage and improve Employee Experience. Businesses and HR Teams are generally overwhelmed with the day to day activities leaving employees hanging for answers to basic questions and or concerns. They reach out to HR for help, guidance and support. Many HR teams find that they can use additional support during annual events such as benefits enrollment, performance management/merit reviews, onboarding new employees, wellness programs etc. This is where you can help as an HR Experience Associate!

Utilizing an omni channel case management system in your home office, the HR Experience Associate (HREA) will act as a representative for our client(s) to support the Human Resources team in improving employee experience within the business. The successful HREA candidate will be able to accept ownership for effectively solving basic employee issues, complaints and inquiries; keeping employee satisfaction at the core of every decision and behavior. Tasks include:

• Utilizing our omni-channel case management system, accept incoming employee chats, calls and emails, answer basic company questions, processes, policies; open enrollment questions, status of internal applications, ER concerns/issues and other miscellaneous needs.
• Become the first level tier to respond on behalf of the HR Team
• Utilize probing questions to get to the root of the problem or concern to respond and take appropriate next steps
• Manage, follow-up and document all interactions

MAJOR DUTIES AND RESPONSIBILITIES:

• Managing inbound and outbound calls, emails and online chat sessions in a timely manner
• Identify employees needs, clarify information, research every issue and provide solutions and/or alternatives
• Answering or making calls to employees to learn about and address their needs, complaints, or other issues
• Responding efficiently and accurately to employees, explaining possible solutions, and ensuring that employees feel supported and valued
• Engaging in active listening with callers, confirming or clarifying information
• Keep records of all conversations in our case management system in a comprehensible way
• Building lasting relationships with clients and other team members based on trust and reliability
• Utilizing software, databases, scripts, and tools appropriately
• Understanding and striving to meet or exceed employee experience metrics while providing excellent and consistent customer service
• On-going training and other learning opportunities to expand knowledge of company and position.
• Adhering to all company and client policies and procedures.

EDUCATION, WORK EXPERIENCE & SKILLS REQUIRED:

• High School Diploma or equivalent.
• 3-5 years of experience as a Human Resource Generalist or Coordinator REQUIRED
• Recruiting experience, a plus
• Previous experience in a customer support role, a plus
• Track record of meeting and exceeding performance expectations.
• Exceptional customer service, active listening, and excellent verbal and written communication skills, professional phone voice.
• Proficiency with computers, familiarity with HR/Human Capital Mgmt systems, CRM systems and practices
• Customer focus and adaptability to different personality types
• Ability to ask probing questions and diffuse tense situations
• Ability to multi-task, set priorities and manage time effectively
• Strong time management and decision-making skills.
• Adaptability and accountability
• Ability to think outside the box
• Ability to work from a home office with reliable computer and internet speed
• Fluency in English, other languages are a plus

EXPECTATIONS

• This service is new and requires schedule flexibility as client demand grows.
• Hours to work will fluctuate each week, 20 40 hours, depending on demand.
• Work days are Monday through Friday, weekends possible but not required.
• Work hours range between 7am 7pm PST, depending on client requirements.

ABOUT BRIGHT TALENT

Bright Talent,Inc., founded in 2010, is a trusted partner for organizations of all sizes across most industries when in need of human resources support and resources.We are headquartered in Orange County, California. Visit our website to learn more and to contact us via e-mail or chat atwww.brighttalent.comor www.brightexperience.com.

PLEASE NOTE: WE ARE NOT OPEN TO PARTNERING WITH OUTSIDE VENDORS.