HRConnect Consultant II

Employer
AbbVie
Location
Lake County, IL, US
Posted
Jun 06, 2019
Ref
1903882
Required Education
High School or equivalent
Position Type
Full time

The HRConnect Consultant III is responsible for routine customer service inquires related to the service catalog (e.g., HR, Payroll, Benefits, etc.) and provides Employee Self-Service and Manager Self-Service support. This role opens tickets / cases and answers HR customer questions through the assistance of standard screens, scripts, and developed procedures for inquiry resolution.

Key Responsibilities Include:

  • Answers general questions and redirects misplaced calls
  • Leverages procedures, policy manuals, knowledge databases, other reference materials, etc. to answer employee and manager inquiries and resolving employee and manager HR transactions
  • Guides HR Employee Self-Service and Manager Self-Service transactions
  • Executes select HR related transactions (e.g., data changes) or appropriately escalates issues as needed
  • Inputs data into Workday to transact on customer requests
  • Escalates Employee and Manager inquiries to Tier II Functional Specialists when specific, in-depth functional knowledge is required
  • Documents all employee inquiries, issues, and transactions in case management tools as required
  • Participates in continuous improvement workshops and projects as requested
  • Participates in ad hoc projects as required


We are adding several new positions to this growing team. These roles will be supporting the Americas and Latin America locations. In addition to English, we are seeking candidates with Bi-lingual communication skills in Spanish, French Canadian or Portuguese

Basic:

 

  • High School Diploma or GED equivalent required. Bachelor's Degree preferred.
  • 2-4 years of customer service / call center experience required
  • Specific language skills requirement depending on the center location
  • Strong customer service and interpersonal skills
  • Familiar with HR service and processes as well as HRIS tools and systems
  • Able to navigate computerized data entry systems and other relevant applications
  • Able to follow standard procedures and processes
  • Able to escalate issues timely to the right group
  • Ability to handle confidential and sensitive information


Key Stakeholders:

HR Operations team, Payroll, Business HR, HR COEs, Third party vendors, AbbVie colleagues