JOB SUMMARY AND MISSION

This position contributes to Starbucks success by providing guidance on interpreting human resources policies, procedures and guidelines and resolving complex human resource and pay related issues. A specialist processes various partner transactions by researching, drafting and communicating company responses to cases within service level objectives.

Models and acts in accordance with Starbucks guiding principles.

SUMMARY OF KEY RESPONSIBILITIES

RESPONSIBILITIES AND ESSENTIAL JOB FUNCTIONS INCLUDE BUT ARE NOT LIMITED TO THE FOLLOWING:

• Handles issues escalated by Partner Contact Center representatives and effectively coaches representatives on call handling and issue resolution by utilizing resources efficiently, applying subject matter expertise and by consulting with appropriate contacts
• Answers high volumes of inbound call inquiries while consistently delivering quality customer service and positive partner experience
• Communicates appropriate and accurate information and makes referrals in response to partner pay and HR inquiries
• Provides coaching on systems, processes and procedures
• Provides an advanced level of customer service skills and case documentation
• Identifies business trends and notifies department leadership appropriately
• Recognizes and recommends operational improvements that enhance the quality and efficiency of the department
• Organizes resources to complete tasks within service level objectives
• Processes partner data transactions according to compliance and accuracy guidelines
• Maintains regular and punctual attendance

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