Employee Solution Center Advisor

Description

Summary of Position

The Tier 1 Employee Solutions Advisor serves as the first point of contact for employee and manager inquiries, delivering front-line HR support within a centralized service model. This role focuses on inquiry resolution, case triage, and guided transactions, leveraging Oracle Fusion HCM, and knowledge base tools to deliver consistent and efficient employee experience.

Key Responsibilities/Skills

• Front-Line HR Support (Tier 1)

• Respond to high-volume HR inquiries via case management system, phone, chat, or email.

• Deliver first contact resolution (FCR) whenever possible.

• Provide support on:

• HR policies and procedures

• Navigation of benefits and enrollment processes

• Basic payroll inquiries (pay slips, deductions, pay dates)

• Employee self-service support in Oracle Fusion HCM

• Onboarding/offboarding questions

• Case Management & Triage

• Log, categorize, and prioritize cases in the case management tool (e.g., Oracle HR Help Desk).

• Assess case complexity and route to Tier 2 or CoE(s) based on defined escalation criteria.

• Ensure accurate, complete documentation of all interactions.

• Oracle Fusion HCM Support (Tier 1 Focus)

• Guide employees and managers in using Oracle Fusion HCM self-service features, including:

• Personal data updates

• Benefits self-service

• Absence requests

• Payslip access

• Troubleshoot basic system navigation and access issues.

• Use Oracle HR Help Desk knowledge articles to provide standardized responses.

• Customer Experience

• Provide a professional, empathetic, and solutions-oriented experience.

• Educate employees on self-service tools to reduce repeat inquiries.

• Communicate clearly on case status and expectations.

• Knowledge Management

• Leverage and provide feedback on knowledge base articles (Oracle Knowledge Management / HR Help Desk).

Functional Competencies for Success

• Behaviors, qualities, and judgment needed to successfully apply skills and perform the job effectively.

• Compliance-focused judgment and the ability to recognize risk and escalate appropriately.

• Analytical problem-solving and ownership of complex cases through resolution.

• Strong organization, prioritization, attention to detail, and documentation accuracy.

• Clear, empathetic communication and effective partnership with employees, leaders, vendors, and HR teams.

• Customer service orientation and commitment to continuous process improvement.

Education and Experience

• Education: Associate’s or bachelor’s degree in Human Resources, Business Administration, or a related field preferred; an equivalent combination of education and relevant experience may be considered.

• Experience: 0–5 years in HR support or shared services.

• Preferred Qualifications:

• Technical Skills

• Exposure to Oracle Fusion HCM (Employee and Manager Self-Service) preferred.

• Experience with case management systems (ideally Oracle HR Help Desk).

• Skills

• Strong employee service orientation

• Effective communication skills

• Ability to triage and prioritize work

• Attention to detail

• Spanish speaking a plus

People Leadership Responsibilities

Not applicable. This individual contributor may provide process guidance, knowledge support, and informal coaching to Employee Solution Advisors but does not have direct supervisory responsibility.

Physical Requirements

Sedentary office work with frequent sitting, speaking, reading, hearing, manual dexterity, and computer use. Occasional standing, walking, reaching, and lifting or carrying materials up to 10 pounds. Reasonable accommodations may be provided to enable qualified individuals to perform the essential functions of the position.

Licenses and Certifications

Not required

Work Environment

Hybrid office environment supporting employees across multiple states and time zones. Requires prolonged computer use, responsiveness to time-sensitive employee matters, and the ability to manage high-volume periods during regulatory changes, peak leave activity, annual benefit events, system changes, or organizational initiatives.

Important Information for Applicants:

• Asplundh Tree Expert, LLC and its family of companies are Equal Opportunity Employers. We consider all qualified applicants without regard to any legally protected characteristic.

• If you require reasonable accommodation during the application or hiring process, please contact our ADA Coordinator at 1-800-248-8733, ext. 3656.

• Employment offers are contingent upon successful completion of applicable pre-employment requirements, which include background screening, drug testing, and employment eligibility verification.

• Compensation determination is based on market data, job scope and individual qualifications.

• We offer a competitive total rewards package inclusive of health and welfare and retirement benefits, as well as paid time off and holiday pay benefits.

• Unsolicited resumes without an executed agency agreement become the property of the company.