People Solutions Advisor I

At NIKE, experience matters. Here’s an opportunity to join the front lines of HR. To be a trusted advisor to teammates operating across the Americas on all things HR. To deliver an outstanding service experience to all that seek our support. To go beyond simply answering questions and ensure our teammates maximize their NIKE employee experience and benefits. To be the latest Athlete* to join the ranks of People Solutions Services.

WHO WE ARE LOOKING FOR

Your success will be measured on your ability to deliver on the following responsibilities. As an HR Advisor, you’ll be expected to operate autonomously to apply sound judgment and critical thinking to solve problems. Identify root cause solution of contact by asking probing questions in order to understand the issue; analyze, research, and interpret policy while engaging appropriate functional teams to respond to employee inquiries. We would like you to be comfortable operating in a fast paced, employee focused environment requiring you to multitask and deliver premium service with a sense of urgency.

There will be an emphasis on elevating customer service to the highest level by responding to employees needs with the discipline to adhere to confidentiality, policy & compliance rules.

Overall, we're looking for someone interested in working with a fun, supportive, and collaborative team that operates on set schedules with various shifts in a service center environment!

WHAT YOU WILL WORK ON

This role is the front door to HR services at Nike. The majority of your day is spent in communication channels with employees with an emphasis on live channels like phone and chat. A passion for communication and helping deliver a Nike branded experience to the employee is a measurement of success in this role.

The primary responsibility will be resolving complex contact issues for NIKE employees by researching issues and resolution options using effective written and verbal communication skills across multiple channels including phone, email, and chat. You will utilize resources effectively, including multiple systems and support tools, to ensure accurate and timely responses to employee inquiries, documenting contact concerns and feedback in a case management system. Driving innovation in process and delivery of our services is paramount for success in this role.

WHO YOU WILL WORK WITH

You will be working with a diverse work population that spans across Canada, U.S. and Mexico, partnering regularly with People Solutions experts that help with the heavy lifting of complicated cases. We will have you create a partnership with our operations and consultant teams as well as coordinating with HR leadership on new initiatives and projects that enhance the employee experience in our service delivery.

WHAT YOU BRING

• Experience in a service center environment highly desirable
• Knowledge of theories, practices, policies andprocedures in HR a plus
• Strong verbal and written customer service skills critical, with an emphasis on soft skills, customer- focused resolution
• Strong multi-tasking and organizational skills
• Must demonstrate initiative and the ability to work independently within a diverse team environment
• Intermediate to Advanced working knowledge of personal computers, including MS Outlook, PowerPoint, Word, Excel, Box and SmartSheets
• Be onsite at WHQ, Beaverton OR through our core working days Monday through Thursday
• Ability to work remotely on Fridays in a focused environment- must have strong internet connection, must have a secure workspace, preferably in a room or office with a door that closes it off from noises and distractions
• Flexible to work between hours of 6a-5pm PST, but also available to work additional hours through key initiatives
• Experience providing customer service via multiple contact channels (phone, email, live chat)
• Knowledge and understanding of HR systems and platforms preferred (Workday, ServiceNow, Kronos/TimeTrack, Avaya/Telephony)
• Bilingual Spanish is preferred but not required

We are committed to fostering a diverse and inclusive environment for all employees and job applicants. We offer a number of accommodations to complete our interview process including screen readers, sign language interpreters, accessible and single location for in-person interviews, closed captioning, and other reasonable modifications as needed. If you discover, as you navigate our application process, that you need assistance or an accommodation due to a disability, please complete the Candidate Accommodation Request Form.