Full TimeCharlotte, North CarolinaPosted 08/22/2024Business unit: Corporate-CCLAreas of interest: Customer Service, Human ResourcesRequisition Number: 2024-39022HES106
JOB SUMMARY This position will provide basic customer support related to human resources payroll, benefits and other HR inquiries. The Employee Solutions Associate (ESA) will deliver accurate and efficient solutions to Charter employees, via live phone, email, and the company’s case management system, with exceptional customer service. The ESA will provide basic level assistance for problem resolution on HR matters and escalate complex problems to higher tier personnel. Works under moderate supervision to take ownership of an issue and follow it through to a resolution with appropriate staff.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Provide excellent customer service in responding to a large volume of incoming calls, cases and communications received from employees and Human Resources (HR)
Actively and consistently support all efforts to simplify and enhance the customer experience
Convey an image of quality, integrity and superior understanding regarding leave of absence, payroll inquiries, benefits enrollment and eligibility, onboarding and routine HR questions
Demonstrate accountability by following through on all necessary customer escalations with appropriate sense of urgency
Manage customer interactions professionally and efficiently
Record and update the case management system with call/transaction specific information and supporting documentation
Ensure documentation captured in the case management system is thorough and accurate
Effectively address customer questions and concerns within the scope of responsibility
Utilize the Knowledge Management System to fully research and to provide correct guidance in responding to employees and HR
Participate in group chats and quality coaching session to ensure efficient and effective interactions with customers
Achieve and maintain expertise to navigate and accurately record information with several business systems/applications including HR/Payroll data (PeopleSoft), applicant tracking system (BrassRing), case management tracking (HR Helpdesk) and vendor websites
Apply knowledge of Benefits, HR and Payroll programs and policies to quickly resolve customer issues or concerns
Responsible for escalation of issues in a timely manner to ensure an effective end user experience while facilitating customer issue escalations to leaders as required
Manage time effectively to ensure HR Shared Services Center meets required Service Level Agreements and customer satisfaction scores
Perform other duties as required
REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to remain professional in escalated scenarios
Superior listening, verbal and written communication skills
Strong organization and time management skills
Excellent interpersonal skills
Ability to work a flexible schedule
Ability to problem solve in a high volume production oriented environment
Proficient in Microsoft Office programs including Outlook, Excel and Word
High level of analytical problem resolution skills
Ability to maintain confidentiality
General knowledge and terminology of basic human resources, benefits and payroll principles
Education
Associate’s degree in Business Administration, Human Resources or Payroll related field; or equivalent work experience with prior customer service experience required
Related Work Experience 1-3 years of human resources, payroll and/or customer service call center experience
WORKING CONDITIONS Office environment Must be able to work the hours between 8am-8pm EST, Monday-Friday
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.
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