• Job Description

  Req#: 94419

  ABM is hiring an HR Coordinator for our Sugar Land, TX office! The HR Coordinator serves as the first point of contact for all LOA related requests for employees, managers, and external stakeholders and provides support for LOA related inquiries in the Shared Services Center. This team member is required to provide exceptional customer service and accurate information regarding LOA policies, processes, and procedures while documenting all interactions with ABM team members at all levels.

  This is a Hybrid Role (in-office Tue/Wed/Thu) located at 14141 Southwest Freeway, Sugar Land, TX 77478.

  Benefit Information:

  ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM 2024 Employee Benefits | Staff & Management

  Essential Functions:

  • Manage a high volume of incoming phone calls and emails while providing excellent customer service and assisting team members by filling out the Leave Intake form.
  • Inform team members about leave types and eligibility to determine accurate leave case initiation.
  • Provide team members with precise, consistent, and timely responses regarding LOA-related inquiries on policies, processes, and procedures, with the goal of solving the question or issue at the first initial contact.
  • Process LOA transactions by navigating through different systems and ensuring team members’ status is up to date.
  • Handle customer complaints by providing appropriate solutions and escalating through proper channels as required.
  • Properly document each interaction, preserving accurate case data and updating in a timely manner according to service level agreement for precise reporting of metrics / KPIs.
  • Follow communication procedures, guidelines, and policies.
  • Meet personal and team quality assurance targets.
  • Develops and maintains a trusted relationship with all stakeholders all through the process, i.e., other TA leaders, hiring managers, and human resources by consistently collaborating as often as needed.
  • Maintain a high level of accountability with the delivery and execution of communication to all stakeholders.
  • Provide insights and recommendations on LOA strategies and best practices that contribute to the overall achievement of our vision: Deliver a world-class customer experience to the following stakeholders: candidates, team members, and HR business partners.
  • Maintain 100% compliance in accordance with pertinent HR and LOA laws.
  • Sustain a proficiency level with prioritizing responsibilities and maintaining a workload as assigned.

  Qualifications – Education & Experience:

  • 2 years of high-volume administrative experience.
  • 1 year of proven customer care experience.
  • High School diploma required. Some college preferred.
  • Excellent verbal / written communication skills.
  • Proficiency in Microsoft Office 365 is required; including Outlook, Word, and Excel
  • Bilingual Spanish/English preferred
  • Ability to maintain a high level of confidentiality.
  • Proficiency with call management applications and ability to navigate multiple systems while on a call.

  Qualifications – Other Skills, Abilities & Knowledge:

  • Attention to detail with exceptional organizational and time management skills
  • Excellent interpersonal and verbal and written communication skills

  Working Environment and Travel Requirements:

  • Open office environment
  • Workways: Hybrid (3 days in the office each week). This Workway is subject to change based on the needs of the business.
  • Minimal travel expectations

• About the company

  ABM Industries Inc. is a facility management provider in the United States. Founded in 1909 by Morris Rosenberg in San Francisco, California, as a window washing business. ABM provides facility services in areas such as electrical and lighting, energy, facility engineering, HVAC and mechanical, janitorial services, landscape and grounds, parking and transportation. ABM's services also include energy efficiency and sustainability such as building improvements, electric vehicle charging stations, and renewable energy solutions.

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