Spectrum
The growth of our industry and evolving technology powers our employees’ careers as they move up or around the company.
Charlotte, NC
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Employee Svc Center Rep at Spectrum (Charlotte, NC)

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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 317116 317116BR
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What are Spectrum Perks + Benefits

Spectrum Benefits Overview

At Spectrum, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive compensation 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.

• Paid, on-the-job training and significant opportunities for advancement
• Earn an associate degree, bachelor’s degree or professional certificate tuition-free through our partnership with Guild
• High quality and affordable health care coverage for all employees and their family members
• Spectrum has absorbed the full cost increase for medical, dental and vision for the last 10 years, keeping employee costs flat
• Paid time off including vacation, sick time, personal days and holidays
• 401(k) with 100% match up to 6% of pay plus an additional 3% company contribution to a Retirement Accumulation Plan
• Free and discounted Spectrum services and deep discounts on Spectrum MobileTM regardless of where you live

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Employee resource groups
Employee-led culture committees
In-person all-hands meetings
In-person revenue kickoff
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
With our business resource groups, we welcome you to be part of a strong community that gives you opportunities to network, develop and grow your career.
Hiring practices that promote diversity
We aim to foster an inclusive culture and workplace where every person feels empowered. No matter your background, identity or beliefs, we welcome you to explore a career with us.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Transgender health care benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Spectrum offers discounts at specified per location daycares.
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Onsite office parking
Spectrum employees have plenty of on-site parking options including lots and a garage.
Recreational clubs
Relocation assistance
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
We believe mentoring plays a vital role in career growth. We're proud of our mentorship program here at Spectrum.
Continuing education stipend
Online course subscriptions available
Personal development training

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