AskHR Customer Care Specialist, Allstate - Two Chicks With A Side Hustle

Job Summary

As the major point of contact in the contact center, the AskHR customer care specialist investigates and solves company-wide employee and manager problems by providing consultation through multiple channels (phone, chat and email) around the full spectrum of HR services (e.g., programs, policies, processes, systems). These services include performance management, payroll, organization management (OM), paid time off (PTO), talent management, compensation management, reporting and general technology troubleshooting.

Key Responsibilities

Listens to and acknowledges customer requests with respect and empathy
Responds to general inquiries from employees, managers and delegates on Employee Central, Manager Self-Service, HR policy, payroll, timekeeping, compensation, organizational management and TalentConnection
Refers questions to appropriate vendor and sets clear expectations around roles and responsibilities of all involved parties for the remainder of case

Assists customers in navigating HR or other resources
Probes and gathers information and makes judgments and/or recommendations to customer as appropriate
Explains processes, requirements and timelines related to the inquiry to proactively advise customers on requisite activities to complete full stream transactions

Provides a concierge service for processing Personnel Change Requests (PCR) which includes counseling on the appropriate fields to fill out when terminations, promotions, demotions, etc. need to be submitted

Education and Experience

Bachelor’s Degree or equivalent experience

0-2 years of related experience

Certificates, Licenses, Registrations
None

Functional Skills

Creative thinking and problem solving
Ability to exercise independent judgment and make decisions on behalf of the center to resolve issues
Strong client relationship skills – ability to establish, manage and leverage relationships with internal and external partners

Ability to empathize and handle end-to-end inquiries working to provide exceptional customer service
Team player and works best in a collaborative environment
Advanced written and communication skills

Project management skills – ability to handle multiple tasks, prioritize and organize
Proficiency in Microsoft Suite and Human Resource systems knowledge preferred
SAP knowledge is a plus

Compensation Data