Employee Service Coordinator

Zillow is searching for a collaborative individual who empathizes with the needs of employees and is proficient in resolving obstacles that may emerge. You have a steadfast dedication for delivering excellent service and are an expert in effectively prioritizing tasks while maintaining quality and attention to detail.

Responsibilities

Partner with stakeholders from all employee support teams (Payroll, Benefits, Compensation, Talent Success, IT, Legal, etc.) to assist in answering a broad range of employee questions using a shared services support model; Serve as the first point of contact for employee inquiries in ServiceNow, responding to and resolving cases within SLA on a variety of topics (onboarding, benefits, time off, payroll, company policies, Workday support, offboarding); Maintain cases in your ServiceNow queue and effectively manage communications with employees, meeting case closure and SLA adherence goals; Prepare and complete time-sensitive documents, forms, letters, and paperwork accurately and route them to appropriate teams for further processing in a timely manner. This includes I-9s, personnel files, employment verifications, unemployment claims, and offboarding paperwork; Complete weekly and monthly audits with a strong level of accuracy and attention to detail; Apply the highest level of confidentiality regarding sensitive information and employee records; Demonstrate proven ability to effectively partner with other teams and stakeholders; Be a champion of the Employee Service Center model by guiding employees to our company intranet and AI-powered agent for self-service, identifying gaps in self-service content and providing suggestions as needed; Perform other duties or special projects of a similar nature as assigned

Requirements

1+ years of HR-related experience (could include HR exposure through classes or coursework); excellent written and verbal communication skills - you can deliver both good and bad news in a professional, compassionate manner; outstanding problem-solving skills and a strong focus on customer satisfaction; an eye for process improvement - you leave it better than you found it; ability to work collaboratively in a fast-paced, team-oriented environment while quickly adapting to evolving processes, policies, and technological advancements; self-starter who can work reliably in a remote setting; high attention to detail and ability to maintain flawless accuracy; understanding of HR processes and systems

Nice to have

ServiceNow HRSD; Workday

Benefits

Incentive compensation