JOB SUMMARY
The Employee Services Center Representative of Onboarding will be responsible for assisting with the day to day execution of the onboarding, criminal background check and drug screen processes for Charter Communications. This position will be 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. Candidate eligibility is determined by interpreting data from our third party providers for background checks and drug screens and applying that data against Charter guidelines and standards.
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, performance review cycles, courtesy accounts support, 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 (BrassRing) and Onboard system, case management tracking (HR Helpdesk), vendor websites etc
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
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to work a flexible schedule, which includes unique hours of a call center operation - 8:00 AM ET - 8:00 PM ET, Monday - Friday
Ability to problem solve in a high volume production oriented environment
High level of analytical and process skills; problem resolution skills
Clear and effective verbal and written communication skills
Ability to maintain confidentiality
Possess strong customer service orientation and be extremely responsive to avoid hindering the onboarding process
Possess high degrees of attention to detail, logical thinking, and organizational skills
Hold exceptionally good follow-up on outstanding or pending matters
Have excellent analytical and investigative skills and strong written and oral communication skills
Previous experience working with multi-state shared services organization is desired
Demonstrate proficiency in Microsoft Word, Excel and PowerPoint
Education
Associates Degree in Business Administration, Human Resources, or related field or equivalent previous work experience with prior customer service experience required
Related Work Experience
Minimum 2 years of proven HR experience or Customer Service Call Center experience
WORKING CONDITIONS
Office environment HES100 300117 300117BR