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HR Client Advisor

Date: Sep 12, 2022

Location: Tampa, FL, US, 33617

Company: Coca-Cola Bottlers’ Sales & Services Company, LLC

Job Summary

A member of the Client Services team and has an exciting opportunity to the build of a Business Services delivery model at BSNA. The BSNA HR Client Services Advisor will be responsible for assisting and facilitating employee and manager inquiries and requests that are received via phone, email, the HR portal, or other access channels. The BSNA HR Client Services Advisor will perform high-volume services through the HR Shared Services Center through standardized processes including administrative work, order fulfillment and database transactions via telephone, web, facsimile, email or correspondence.

Duties and Responsibilities

• Experience working in an HR shared services organization or a contact center environment is required. The ideal candidate enjoys working in dynamic and high-growth environments and is experienced in supporting a variety of HR disciplines.  
• Demonstrates strong organizational skills with a high attention to detail, outstanding time management and communication skills, a commitment to exceptional customer support, and the ability to build relationships at every level of the organization. 
• Maintains privacy and confidentiality of information and adheres to all applicable federal, state and local laws and regulations, and company policies and procedures. 
• Reviews and interprets employee data to resolve issues and effectively recognizes and escalates more complex matters.
• Ability to identify root cause call patterns, root cause of repetitive identifying gaps in call center scripting  
• Serves as first point of contact for all phone, email and chat inquiries as they pertain to employee relations issues, benefits, recruitment, performance management, employment policies and procedures.
• Provides appropriate and timely responses of ‘How To’ questions using scripts, FAQs, and knowledgebase without deviation to effectively resolve 70% – 90% of inquiries during first contact. 
• Creates and maintains detailed and accurate records of all interactions in the case management system. Updates other systems as needed.
• Provides education and guidance to callers by helping customers navigate systems and direct access materials and functionality.
• Performs other duties as assigned or requested.
• Uses professional and customer-focused approach to handle customer inquiries. Ensures client privacy where appropriate, including confidentiality and protection of sensitive client reports or information. 
• Ensures quality customer experience by communicating empathy to de-escalate difficult situations.
• Consults managers and employees and provides guidance on aspects of manager/employee issues related to HR policies & procedures


Key Skills and Abilities

  • Bilingual French a plus
  • Uses excellent verbal communication including proper grammar, tone, and a clear speaking voice to ensure solid communication with the customer via all contact channels. 
  • Ability to follow specific, detailed instructions, resolve routine problems and perform basic interpretation utilizing published information and tools.
  • Computer aptitude, including typing of at least 35 wpm, accurate data entry, and the ability to effectively work in a Windows based environment.
  • Must work well, both independently and with a team.
  • Ability to work in a fast paced, rapidly changing environment.
  • Handles confidential data appropriately.
  • Works under general supervision with latitude for independent judgment.
  • Demonstrates excellent written communication skills including proper grammar and correct sentence structure to document cases in the case management system and communicate with customers and employees via all contact channels. 
  • Contribute to a healthy team community, fosters sharing of best practices, and enable and model an environment of open feedback and communication.
  • Ability to maintain composure in stressful situations.
  • Ability to handle large number of transactions with accuracy. 
  • Ability to multi-task when communicating with associate regarding issues while utilizing a headset, navigating multiple monitors and systems simultaneously. 
  • Ability to sit for long periods. Ability to work on computer for long periods.
  • Ability to resolve sensitive calls when necessary and effectively consults when calls need to be escalated for resolution. 
  • Ability to interact with a diverse population at all levels within the organization.
  • Ability to work effectively in high-pressure situations that require sound decision making and may involve confidential or sensitive matters.

Education Requirements

Minimum: High School or GED
Preferred: 4 Year / Bachelors Degree

Years of Experience

  • 1 year - Experience with direct accountability for customer and satisfaction in a customer service, call center, or service center environment
  • 1 year - Experience in human resources, with a concentration in an Employee Relations HR function, Payroll or HR Generalist function

Company Message

Coca-Cola Bottlers’ Sales and Service, LLC is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Nearest Major Market: Tampa