This position contributes to Starbucks success by acting as the primary inbound contact for partners with regard to employee pay, benefits and human resources inquiries. A Partner Contact Center representative is required to research, analyze, and communicate HR policies and interpret paycheck related inquiries in accordance with partnering business unit standards while maintaining a positive and professional approach to customer service.
Models and acts in accordance with Starbucks guiding principles.
Summary of Key Responsibilities
Responsibilities and essential job functions include but are not limited to the following:
– Answers high volumes of inbound call inquiries while consistently delivering quality customer service and positive partner experience
– Utilizes multiple systems to provide accurate information to troubleshoot and provide issue resolution
– Documents all resources and details of partner interactions with an emphasis on concise and accurate written communication
– Accurately enters partner data changes into the human resources information system
– Communicates appropriate and accurate policy information and provides referrals in response to partner pay and HR inquiries
– Maintains regular and punctual attendance
Summary of Experience
– Customer service experience in a retail or contact center environment (2 years)
– Analytical and problem solving experience in a fast paced environment (1year)
– Human Resources experience or education preferred (1 year)
Required Knowledge, Skills and Abilities
– Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects and activities
– Strong customer service skills with demonstrated composure and professionalism
– Ability to handle confidential and sensitive information
– Ability to communicate clearly and concisely, both verbally and in writing
– Strong attention to detail
– Strong active listening skills
– Ability to apply constantly changing information
– Ability to analyze information and determine appropriate solutions
– Ability to multi-task with strengths in planning and organizing
– Basic knowledge of Microsoft Office
– Proficiency in data entry and auditing
Starbucks is an equal opportunity employer of all qualified individuals, including minorities, women, veterans & individuals with disabilities. Starbucks will consider for employment qualified applicants with criminal histories in a manner consistent with all federal, state, and local ordinances.
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