The Associate Experience Advisor is a critical role in help shaping the associate experience at the Acosta Group. You will provide exceptional high-volume associate support while applying superior associate-focus, communication and organizational skills. You will field questions that range in level of difficulty, and this is where you thrive! You are a person that enjoys helping other people, resolving challenges and appreciates the variety that this opportunity brings. You have strong attention to detail, analytical skills to effectively resolve challenges, thrive a fast-paced environment and you are laser focused on delivering a positive associate experience.
ResponsibilitiesPrimary Responsibilities
- Serve as the first point-of-contact for associates resolving their questions related to policies, procedures, processes and system navigation
- Use case management tool for recording and administering requests and may assist other service center associates with opening, recording, processing or closing cases
- Seek guidance or escalate more complex and/or confidential inquires/requests to higher level functional support
- Assist leadership with establishing and improving upon defined HR procedures and process methods to efficiently and accurately meet performance goals
- Maintain confidentiality of department and associate information according to established practices
- Strive to meet and exceed metrics and Service Level Agreements (SLAs) where applicable
- Perform other duties as required and/or assigned.
Minimum Qualifications-Education and Experience
- Associates Degree
- Associates degree in Human Resources, Business or related field or equivalent education and experience
- Minimum 1 year experience in a customer service or customer support role
Minimum Qualifications-Knowledge, Skills and Abilities
- An associate first mindset with dedication to internal customer service and company culture
- Strong verbal and written communication skills; demonstrated ability to effectively with peers, management, teammate and vendors
- Strong organizational and time management skills
- Strong attention to details
- Ability to manage expectations, process and multiple projects simultaneously
- A roll up your sleeves and dive in approach with willingness to assist other functions as needed to achieve or exceed department and company business objectives
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Skills Required
- Associates degree in Human Resources, Business, related field, or equivalent education and experience
- Minimum 1 year experience in a customer service or customer support role
- Experience using or ability to use a case management tool for recording and administering requests
- Strong verbal and written communication skills
- Strong organizational and time management skills
- Strong attention to detail
- Ability to manage expectations, processes, and multiple projects simultaneously
- Maintain confidentiality of department and associate information
- Willingness to assist other functions and a proactive, hands-on approach
- Ability to meet and exceed metrics and Service Level Agreements (SLAs)
What We Do
Acosta is an integrated sales and marketing services provider that enables consumer packaged goods brands and retailers to win in the modern marketplace by delivering progressive solutions and exceptional service. With more than 90 years of experience, Acosta understands evolving consumer needs and helps its clients and customers stay a step ahead, fueling their accelerated performance. For more information, please visit www.acosta.com.
