Business Solutions Advocate I at Rummel Klepper Kahl

Baltimore, Maryland, United States -

Full Time

Start Date

Immediate

Expiry Date

22 Mar, 26

Salary

26.39

Posted On

22 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Human Resources, IT Support, Analytical Skills, Critical Thinking, Communication Skills, Problem Solving, Documentation, Process Improvement, Collaboration, Confidentiality, Technical Support, Data Analysis, Case Management, Relationship Building, Service Orientation

Industry

Civil Engineering

Description

RK&K is hiring for a Business Solutions Advocate to join our team in Baltimore, MD.  As an Employee Service Representative, you will be a crucial part of our mission, partnering with Specialists in IT, HR, Benefits, Payroll, Accounting, Facilities departments. You will be the primary point of contact for communication and collaboration, ensuring the timely resolution of issues and service requests and effective process improvement changes. This is a great opportunity for someone who is dedicated and passionate about customer service and human resources, and inclined to technology (password resets, basic email/application support). Essential Functions * Gain and maintain a thorough understanding of our Business Management group services and processes (HR, IT, Facilities, Accounting) * Champion the RK&K culture – know who we are and how we serve our employees * Manage the entire lifecycle of cases coming into the service center, from intake to resolution, thorough documentation, and reporting * Attend regular meetings with internal and external stakeholder teams to research the events leading up to the escalation, capture the sequential flow of events, identify the root cause(s) of the issue(s), document the corrective action for each of the root causes, and provide a summary write up that provides insight to help improve workflow, communication, and documentation of our workflows and processes * Influence leaders and teams, sometimes challenging proposed solutions while fiercely advocating for the employee * Challenge assumptions of why a process or service failed; ask the tough questions to get to the root cause of the problem * Identify trends and themes in the data to see where we have larger issues that need to be addressed; meet with service owners to discuss the data and determine how to move forward with next steps * Regular reporting, as well as ad hoc reporting for service and business leaders Required Skills and Experience * High School Diploma or equivalent * 3-5 years working in a corporate environment in a customer services, administrative, HR or technical support role * Ability to manage confidential and sensitive employee information and adhere to strict confidentiality standards * Strong analytical and critical thinking skills, with demonstrated success in driving complex strategies and initiatives * Concise communication skills (verbal and written) with clear articulation of problems, relative data and recommendations * Self-starter, strong drive, bias for action and results oriented * Establish and cultivate a strong working relationship with employees and multiple teams to drive resolution activities * 2+ years of general entry-level information technology/computer troubleshooting skills (gained from education, hobby, work, etc.) Preferred Skills and Experience * Experience working in a shared services environment and other elements of service support such as process redesign, call center related systems and customer or user process design * Experience participating in cross-functional projects and delivering company-wide programs * Experience in process improvement methodology Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. What We Offer RK&K offers excellent potential for career advancement and professional growth. We also offer attractive compensation packages commensurate with experience and a comprehensive benefits package including: * Paid time off * Tuition reimbursement * Health, dental, vision, life, and disability insurances * Matching 401(k) plan * Paid Holidays * Much, much more! Why RK&K? * Voted #1 on Baltimore Sun’s “Best Places to Work” list every years since 2014 RK&K firmly promotes integrity, learning and growth and we are committed to both the work that we do and our engaged, passionate workforce that gets it done. * Our success is based on our ability to deliver what our clients want using sound, technical solutions, to achieve the best possible outcome on a project. Expressed in our ability to treat every one of our 1,400 employees as a professional, RK&K has received countless recognitions for its exceptional and unique workplace culture. We are committed to finding and developing a dedicated and strong Employee Service Representative to assist us in support of our team. Design your career at RK&K, Apply Today! Pay Rate: $26.39 per hour

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Responsibilities

The Business Solutions Advocate will manage the lifecycle of service requests, ensuring timely resolution and effective communication. They will also analyze issues, document corrective actions, and provide insights for process improvements.