Employee Svcs Center Rep

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 PeopleSoft 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.
Onboarding
This position is responsible for assisting with the day to day execution of the onboarding, criminal background check and drug screen processes. Responsible for ensuring timely processing of candidates through Charter's onboarding system and will support the process used to determine candidate eligibility for employment in compliance with applicable federal, state and local law as well as Charter background check and drug screen policies.
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 (PeopleSoft), applicant tracking system (BrassRing), 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 2024-44889 2024
Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive 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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