JOB SUMMARY AND MISSION 

This job contributes to Starbucks success by acting as the primary contact for partners regarding inquiries including but not limited to human resource policies and practices, benefits and pay.  Maintains and enhances initiatives that support Starbucks culture and a great work environment. Models and acts in accordance with Starbucks mission and values.

SUMMARY OF KEY RESPONSIBILITIES 

Responsibilities and essential job functions include but are not limited to the following:

• Answers a high volume of inbound calls in a fast paced environment, while delivering quality service and creating a positive partner experience
• Communicates policies and processes, and provides information in response to partner inquiries
• Applies critical thinking skills and active listening skills to effectively diagnose callers’ needs and to determine key details to document in the case management tool
• Utilizes multiple systems to research, troubleshoot and provide issue resolution
• Processes employee data transactions and performs a variety of operational tasks
• Provides visibility to leadership in relation to business trends that have been identified
• Recognizes and recommends operational improvements that enhance the quality and efficiency of the department
• Maintains regular and punctual attendance

SUMMARY OF EXPERIENCE

Experience working in a customer service or contact center environment (2 years)

Experience researching, analyzing and problem solving in a fast paced environment (1 year)

Case management experience preferred (1 year)

Human resources experience or education  preferred (1 year)

Bachelor’s degree preferred 

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• Strong customer service skills with demonstrated composure and professionalism
• Ability to communicate clearly and concisely, both verbally and in writing
• Ability to handle confidential and sensitive information
• Ability to multi-task with strengths in detail orientation, planning and organizing
• Analytical skills with the ability to provide appropriate information and referrals
• Ability to learn and apply new information in a fast paced, changing environment
• Ability to utilize multiple software programs simultaneously
• Proficiency in data entry and auditing
• Intermediate skills in Microsoft Office suite
• Knowledge of HRIS and case management software

Starbucks and its brands are an equal opportunity employer of all qualified individuals, including minorities, women, veterans & individuals with disabilities. Starbucks will consider for employment qualified applicants with criminal histories in a manner consistent with all federal, state, and local ordinances.

Starbucks is about more than just a coffee; they're dedicated to employee and community growth. Starbucks even runs a program that pays for their baristas tuition to help them finish their education. That’s why when you launch your career inspired by human connection and the opportunity to become your personal best, the possibilities are endless. SCAP - Starbucks College Achievement Program