Role Summary：

People Solutions Advisors (Advisor I) provide seamless HR support to Nike Teammates and Managers through the resolution of inquiries and transactions. Advisors research HR related issues for employees including payroll, HR policy, and rewards related issues. Advisors escalate complex inquires within People Solutions as needed, responding to support needs via phone, chat and electronic tickets.

Strategic:

• Coordinate across People Solutions to provide seamless service delivery and an optimal teammate experience

• Provide creative insights on opportunities to elevate HR experiences for Nike Teammates and leaders

Operational: 

• Serves as first point of contact for HR customer inquiries via various intake channels such as phone and chat.

• Answer standard routine questions and provide general guidance on HR inquiries from Nike Teammates and Managers. This includes support for self-service, general policy questions, employment verifications, and follow ups on tickets.

• Utilize knowledge management and case management systems to address, track and resolve HR customer inquiries within Service Level Agreements

• Triage and escalate unresolved HR customer inquiries to relevant teams as needed

• Understand and provide available standard reports to teammates as needed

• Conduct research related to specific inquiries, working to deliver with quality and speed

Key Skill：

• Customer service, communication, and listening skills to a broad business audience

• Adaptable to different customer types and situations, using emotional intelligence and empathy

• Knowledge of the People Solutions services and intersection points

• Ability to work in teams effectively

• Resourcefulness and ability to find answers quickly

• Ability to multi-task and manage different issues at once by providing support over multiple, ongoing channels

• Driven by a highly-driven teamwork environment and collaborative culture

Qualifications / Professional Experience

• Bachelor’s degree in Human Resource Management or a related field or a combination of relevant experience, education, and training

• 1-2 years of HR experience, demonstrating knowledge of HR management