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Raytheon Technologies Service Center Consultant (NC, IA, or Remote) in North Carolina

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 Consultant is a senior role in the Contact Center. This service center 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 Consultant will leverage their knowledge of customer feedback, previous interactions, trend data, policy and procedures, process improvement tools to meet or exceed defined goals and objectives. This role will help to coach, mentor, and develop more junior team members in the Contact Center. This role will include interpreting, researching, analyzing, resolving, and escalating inquiries related to a variety of multifaceted managerial and human resources related tasks to complex 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 superior customer service and case management, to employees, managers, and HR professionals across all Business Units related to complex issues and escalations.

  • Serve as an employee and customer advocate who specializes in issues resolution, where individualized actions are taken to research, escalate solve complex issues.

  • Interpret very complex company and business unit policies and procedures and have the ability to convey them in a simplified customer focused manner.

  • Partner with COEs to ensure the application of company policies and procedures are done in a manner that ensures compliance local, state, and federal laws and regulations.

  • Identify, recommend and/or create content for resources and knowledge articles to be added to the knowledgebase.

  • Foster, develop and maintain strong internal and external relationships with key vendors and key stakeholders.

  • Provide guidance to junior specialists 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 needs.

  • Utilize the case management system to document and escalate inquiries following both defined and undefined process steps to achieve required service level agreements.

  • Educate employees on HR services available and encourage employee and manager self-service.

  • Leverage continuous improvement tools and resources and/or participate in process improvement activities and events to ensure quality, compliance management, and efficiency goals are met or exceeded.

  • Identify and help to implement enhancements, automation, and self-service capabilities to improve customer satisfaction and operational efficiency.

  • Act as a subject matter expert for relevant People Services and company-wide policies and procedures, while sharing knowledge with other resources.

  • Partner 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.

  • Share functional and technical knowledge with the team.

  • Participate in process improvement activities and events as needed.

  • Assist with train and developing new team members.

  • Complete Special Projects and any other duties assigned by the manager.

Required: Experience/Qualifications

  • Typically requires a Bachelor’s degree (or equivalent experience) with 5+ years of relevant call center/customer service or HR experience.

  • Experience with HR policy and procedures or other areas of expertise (i.e., Compensation, Benefits, Payroll, Talent Management, Recruiting, etc.) within HR.

  • Superior customer service skills.

  • Excellent problem-solving skills and superior customer service skills.

  • Ability to leverage insights and utilize good judgment skills, specifically for escalations and case resolutions.

  • Strong organizational skills and documenting ability with attention to details.

  • Excellent communication skills with all levels of the organization.

  • Ability to work with highly sensitive and confidential material and possess good business judgment and ethics.

    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 is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

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