ESC Employee Programs Spec
JOB SUMMARY
The position is responsible for providing customer service and administration support for the day-to-day activities with our Human Resources Employee Program; Adoption Assistance, Charter Perks at Work, Collections, Education Assistance and Relocation. This position is required to adhere to established department Service Level Agreements while providing a superior level of customer service.
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: Charter Perks at Work, Collections, Education Assistance, and Relocation
Compile and review metrics and reporting to be used for process and procedural enhancements, system enhancements, and customer service satisfaction
Enter data transactions into PeopleSoft in a timely and accurate fashion ensuring the highest level of data integrity and confidentiality
Achieve and maintain expertise to navigate and accurately record information with several business systems/applications including Cartus Online, Commercial Services Group, General Physics Strategies, candidate onboarding system, case management tracking (HR Helpdesk), and Charter Perks at Work
Support HR field personnel with expertise in all Employee Program policies
Apply knowledge of HR programs, policies, and Benefit plans to quickly resolve customer issues or concerns
Manage time effectively to ensure Employee Services Center meets required service levels for customer satisfaction results
Assist with presenting alternatives and making recommendations for process improvements
Maintain required file documentation
Perform other duties as requested
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to work a flexible schedule which includes unique hours of a call center operation
Ability to problem solve in a high volume production oriented environment
Proficiency 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
Must have functional knowledge of PeopleSoft
Project management experience preferred
Knowledge of Onboarding and candidate hiring practices preferred
Education
Associate's degree in Business Administration, Human Resources, related field or equivalent previous work experience
Experience
Minimum 4 years of Human Resources or Customer Service/Call Center experience. PHR Certification and bilingual skills a plus
WORKING CONDITIONS
Office environment
No travel
HES115 297671 297671BR