What does an Employee Relations (ER) Intake Sr Coordinator do?
The Employee Relations Intake Sr Coordinator role serves as a key partner in enabling the success of the Employee Relations Case Management team. This role will utilize empathetic and compassionate listening and call center skills, knowledge of Best Buy, Employee Relations Case Management processes, technology systems and continuous process improvements. The Sr Coordinator must be able to prioritize responsibilities, be flexible and adapt to the changing needs of the team and build effective relationships and network within the team as well as throughout the enterprise.
What will you do?
Handle Employee Relations call intake from employees, ex-employees, people leaders, HR leaders, as well as a variety of non-employees.
Research, resolve, and respond to questions and concerns, using the case management system’s knowledge base
Document call details in the case management system and assign cases to other ER team members
Manage requests to terminate employees for unacceptable attendance and job abandonment
Utilize various systems for case management and other research (e.g. Service Now, Oracle, TLC, etc)
Hours of operation are 8am-7pm CST, M-F. The exact shift times rotate every week.
2 or more years of experience in customer service including: responsibility for handling confidential information; dealing with highly emotional callers/customers; focus on delivering a positive outcome for the end-user within designated parameters, possessing a high level of professionalism with effective and clear communication
High School Diploma or equivalent experience
Bachelor’s Degree in HR or related degree
1 or more years of customer service experience
1 or more years of experience managing sensitive data