Spectrum
The growth of our industry and evolving technology powers our employees’ careers as they move up or around the company.
Charlotte, NC

Employee Services Center Rep (Charlotte, NC)

| Charlotte, NC
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JOB SUMMARY
This position is responsible for providing customer support for communications received during daily Employee Service Center operations. This position may focus on ADA administration while executing and monitoring one or more employee related processes. This position is required to process ADA 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 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: ADA, Leave of Absence, FMLA, Workers Compensation, PPL, PLOA, HFLL, TDI, various state leave of absence policies, Benefits Plan options, Benefits eligibility, Enrollment, LOA intake processing, document tracking & retention, LOA approval/denial processing, 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), vendor websites, Kronos.
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
Skills/Abilities and Knowledge

Ability to work independently
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
Comfortable navigating and working in various web based vendor portals
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, version 9.1 preferred
Must have functional knowledge of Kronos timekeeping system
In depth knowledge of ADA, FMLA, STD, LTD, HFLL, TDI, various state leave of absence policies, LOA intake processing, document tracking & retention, and all other leave processing
Education
Associates Degree in Business Administration, Human Resources, or related field; or equivalent work experience with prior customer service experience required
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-8pm EST, Monday-Friday HES100 308886 308886BR
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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PerlLanguages
    • PythonLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • HadoopFrameworks
    • AWS (Amazon Web Services)Frameworks
    • OracleDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • SprinklrAnalytics
    • CanvaDesign
    • IllustratorDesign
    • PhotoshopDesign
    • AsanaManagement
    • JIRAManagement
    • SmartsheetManagement

What are Spectrum Perks + Benefits

Spectrum Benefits Overview

Working for Spectrum means working to keep people connected to what matters most, helping underserved communities be better connected, and powering the remote and essential workers which were critical in the past two years.

On top of this mission, the employment opportunity here is financially rewarding - with compelling wages, excellent benefits with no increase in cost, and healthy retirement savings options, we provide the security to build a financially sound future.

There are also many opportunities to learn new skills and grow fulfilling and lasting careers. We offer stability in this time of uncertainty.

We are pleased to offer free or discounted Spectrum services to employees depending on where they live. Employees who live in a Charter service area can receive residential TV, high-speed internet and voice services and have access to Spectrum Mobile. Employees who live outside of a Charter service area can get our Spectrum TV Essentials package and have access to Spectrum Mobile services.

Our employees' financial well-being is just as important as their physical and emotional well-being. With our market-leading company match, for every $1 employees put into their 401(k), we put in $1 up to 6% of their eligible pay. On top of that, most employees receive an additional company contribution equal to 3% of their eligible pay into a Retirement Accumulation Plan.

We're proud to provide employees with some of the best benefits in our industry and we're committed to keeping them affordable so you can keep more of your paycheck. For example, we put up to $1,500 into an account to help you pay for qualified health care expenses and we have absorbed the full cost increase for the medical, dental and vision coverage for 8 years in a row.

We're also proud of the ways our employees grow their knowledge. We help cover the costs, like $5,250 per year in tuition reimbursement, so you can focus on more important things, like your path to greater opportunities. With a dedicated focus on career development, employees can have confidence that day one is truly just the beginning.

Culture
Volunteer in local community
Partners with Nonprofits
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
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 Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Spectrum offers discounts at specified per location daycares.
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Commuter Benefits
Company Outings
Parking
Spectrum employees have plenty of on-site parking options including lots and a garage.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
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.
Online course subscriptions available

An Insider's view of Spectrum

How does your team reward individual success?

Building a culture of success is critical to our companies business success. We have numerous programs that allow peers and leaders to recognize individuals for their contributions. Our Spark allows you to earn points that can be used to purchase gift cards and items from your favorite merchant.

Mary

GVP, Network Security Operations

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