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Service Center Advisor (NC, IA, or Remote)

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Businesses Raytheon Technologies Corporate Job ID 01475429 Most Recent Date Posted 09/20/2021 City Remote City State North Carolina Country United States

Date Posted:

2021-09-21-07:00

Country:

United States of America

Location:

UT25: North Carolina Remote Location, Remote City, NC, 28208 USA

The People Services Advisor is a role in the Contact Center. This service center position will support all Business Units in the Americas and will provide direct and indirect support to employees, managers, and HR professionals. The People Services Contact Center Advisor will leverage their in-depth knowledge of policies and procedures, company resources, and previous interactions, to meet or exceed defined goals and objectives.  This role will provide feedback to more junior team members and insights to more senior team members in the Contact Center.  This role will include interpreting, researching, analyzing, resolving, and escalating inquiries related to a variety of managerial and human resources related tasks to transactions, related to enterprise-wide initiatives.  

This position can be based in Charlotte NC, Cedar Rapids IA, or Remote.

The key responsibilities of this role will include:

  • Provide exceptional customer service and case management, to employees, managers, and HR professionals across all Business Units related to various issues and escalations. 
  • Serve as an employee and customer advocate related to issues resolution, where standard actions are taken to research, resolve or escalate issues. 
  • Interpret complex company and business unit policies and procedures and have the ability to convey them in a simplified customer focused manner.
  • Adhere to all company policies and procedures to ensure compliance with local, state, and federal laws and regulations.
  • Identify, recommend and/or create content for resources and knowledge articles to be added to the knowledgebase.
  • Maintain internal and external relationships with established vendors and stakeholders following standard escalation procedures.
  • Provide feedback on team members and act as a point of escalation within the team.
  • Utilize multiple online systems and CRM tools, such as ServiceNow, Enterprise Version 5 and Workday to answer questions, troubleshoot issues, complete requests, and help resolve employee, manager and HR inquiries and requests.
  • Utilize the case management system to document and escalate inquiries following both defined process steps to achieve required service level agreements.
  • Support all inbound and outbound channels (phones, chats, emails, online, voice mail, etc.) as needed to assist in the service center to achieve required service level agreements.
  • Educate employees on all HR services available and encourage employees and managers to utilize available self-service options.
  • Recommend ways to ensure quality, compliance management, and process improvements using continuous improvement tools and resources.
  • Recommend enhancements, automation, and self-service opportunities to improve customer satisfaction and operational efficiency.
  • Be subject matter expert for relevant People Services and company-wide policies and procedures, while sharing knowledge with other resources. 
  • Work with all areas of People Services, Enterprise Services, Center of Expertise to ensure that customer expectations and overall performance targets are met and/or exceeded
  • Achieving quality standards and identified goals and metrics
  • Share functional and technical knowledge with the team.
  • Assist in train exercises to develop other team members.
  • Complete all required development and compliance training as needed.
  • Complete Special Projects and any other duties assigned by the manager

Required:Experience/Qualifications

  • Typically requires a Bachelor’s degree (or equivalent experience) with 2+ years of relevant call center/customer service or HR experience
  • Experience with HR policy and procedures
  • Strong problem-solving skills and exceptional customer service skills
  • Ability to work both independently and in a team environment
  • Ability to influence when required with customer base
  • Strong attention to detail and organizational skills
  • Excellent communication skills with all levels of the organization
  • Proficient in MS Office applications
  • Ability to work with highly sensitive and confidential material in an ethical manner

Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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