Spectrum Hiring for Employee Svcs Center Rep at Charlotte, North Carolina Full Time

JOB SUMMARY

The purpose of this position is to provide customer support for calls/communications received during daily Employee Service Center operations. This position may focus on executing and monitoring one or more employee related processes. This position is required to process employee requests and associated transactions while maintaining Service Level Agreements by applying customer service satisfaction techniques with the efficient, timely and accurate use of resources.

MAJOR DUTIES AND RESPONSIBILITIES

Provide excellent customer service to communications received from Human Resources (HR), HR Center of Excellence (COE) staff and employees

Demonstrate the highest degree of accuracy, courtesy and professionalism to resolve customer issues; subjects include but not limited to: leave of absence, workers compensation, benefits plan options, benefits eligibility, enrollment, onboarding administration including background checks and routine HR questions

Update the case management system with transaction specific information and supporting documentation

Achieve and maintain expertise to navigate and accurately record information with several business systems/applications including HR data (PeopleSoft), applicant tracking system (BrassRing), case management tracking (HR Helpdesk), Kronos timekeeping and vendor websites

Apply knowledge of HR programs, policies, Benefit plans, to quickly resolve customer issues or concerns

Responsible for escalation of issues in a timely manner to ensure an effective end user experience while remaining engaged in resolving the issue

Provide telephone support to the Employee Solutions Team when needed

Manage time effectively to ensure Employee Services Center meets required service levels for customer satisfaction results and adheres to Service Level Agreements

Perform other duties as required

REQUIRED QUALIFICATIONS

Ability to work in a fast paced environment

Ability to work a flexible schedule which includes unique hours of a call center operation

Ability to problem solve and multitask in a high volume production oriented environment

Proficient in Microsoft Office programs including Outlook, Excel and Word

High level of analytical and process skills, problem resolution skills

Clear and effective verbal and written communication skills

Ability to maintain confidentiality

Knowledge of payroll, leave of absence, FMLA, STD, LTD, ADA and workers’ compensation administration preferred

Education

Associate’s degree in Business Administration, Human Resources, related field; or equivalent work experience with prior customer service experience required

Related Work Experience

1-3 years of human resources and/or customer service call center experience

WORKING CONDITIONS

Office environment

Must be able to work the hours between 8am-6:30pm EST, Monday-Friday HES100 327557 327557BR