Charlotte, North CarolinaPosted 12/16/2024Business unit: Corporate-CCLAreas of interest: Human ResourcesRequisition Number: 2024-45035HES100
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.
Processing
This position is responsible for assisting with the day to day execution of People Central transactions, employment verification, legal requests, offboarding, unemployment and record management processes. Responsible for ensuring timely processing of 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 responsiveness to calls/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 case management 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) 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
REQUIRED QUALIFICATIONS Required Skills/Abilities and Knowledge Ability to problem solve in a high volume production oriented environment
Proficient in Microsoft Office programs including Outlook, Excel, Word, and PowerPoint
High level of analytical and process skills, problem resolution skills
Clear and effective verbal and written communication skills
Ability to maintain confidentiality
High degrees of attention to detail, logical thinking, and organizational skills
Demonstrated follow-up skills on outstanding or pending matters
Demonstrated analytical and investigative skills
Required Education Associate’s degree in Business Administration, Human Resources, related field; or equivalent work experience with prior customer service experience
Required Related Work Experience and Number of Years Human resources and/or customer service call center experience - 2+
Preferred Related Work Experience and Number of Years Previous experience working with multi-state shared services organization
WORKING CONDITIONS Office environment
Flexible schedule, which includes unique hours of a call center operation - 8:00 AM ET – 6:30 PM ET, Monday – Friday
HES100 2024-45035 2024
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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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