Employee Services Center Rep
When working through a challenge, are you professional and patient with a “people-first” attitude? Are you a strong problem solver and decision maker, even in a high-volume, fast-paced environment? If you value building relationships with credibility and confidentiality, our Employee Service Center(ESC) would love to meet you.
Our Employee Service Center plays the integral role of providing customer support for calls & communications received during daily ESC operations. We understand the importance and value of each employee related process, so we drive and improve the dedicated resources and programs that serve our people.
BE PART OF THE CONNECTION
As an Employee Service Center Representative, you'll 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.
WHAT OUR EMPLOYEE SERVICES CENTER REPS ENJOY MOST
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 with one call resolution; 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 Help Desk system with call/transaction specific information and supporting documentation
Achieve and maintain expertise to navigate and accurately record information with several business systems/applications including HR data (People Central), Applicant Tracking System (iCIMs), case management tracking (HR Helpdesk), Charter Time 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
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
WHAT YOU’LL BRING TO SPECTRUM
Required Qualifications
Must be able to work the hours between 8am-6:30pm EST, Monday-Friday
Ability to work in a fast paced environment
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
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
Preferred Qualifications
- Previous experience working with multi-state shared services organization
SPECTRUM CONNECTS YOU TO MORE
- Dynamic Growth: The growth of our industry and evolving technology powers our employees’ careers as they move up or around the company
- Supportive Teams: Who you are matters here. And, we aim to foster an inclusive workplace where every person is empowered to bring their best ideas
- Learning Culture: With a dedicated focus on training and development, employees can have confidence that day one is truly just the beginning of a dynamic career
- Total Rewards:See all the ways we invest in you—at work and in life
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Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Business and Spectrum Reach. When you join us, you’re joining a strong community of 95,000 employees working together to serve more than 31 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more.
Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.
