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Employee Svcs Center Rep

Location: Charlotte
Posted on: January 16, 2022

Job Description:

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 RESPONSIBILITIESProvide excellent customer responsiveness to calls/communications received from Human Resources (HR), HR Center of Excellence (COE) staff and employeesDemonstrate 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 questionsUpdate the case management system with call/transaction specific information and supporting documentationAchieve 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 websitesApply knowledge of HR programs, policies, Benefit plans, to quickly resolve customer issues or concernsResponsible for escalation of issues in a timely manner to ensure an effective end user experience while remaining engaged in resolving the issueManage time effectively to ensure Employee Services Center meets required service levels for customer satisfaction results and adheres to Service Level AgreementsPerform other duties as requiredREQUIRED QUALIFICATIONSSkills/Abilities and Knowledge Ability to work a flexible schedule which includes unique hours of a call center operationAbility to problem solve in a high volume production oriented environmentProficient in Microsoft Office programs including Outlook, Excel and WordHigh level of analytical and process skills, problem resolution skillsClear and effective verbal and written communication skillsAbility to maintain confidentialityKnowledge of leave of absence, FMLA, STD, LTD, ADA and workers' compensation administration preferredEducationAssociate's degree in Business Administration, Human Resources, related field; or equivalent work experience with prior customer service experience requiredRelated Work Experience 1-3 years of human resources and/or customer service call center experienceWORKING CONDITIONS Office environmentMust be able to work the hours between 8am-8pm EST, Monday-Friday HES100 301192 301192BR

Keywords: SPECTRUM, Charlotte , Employee Svcs Center Rep, Other , Charlotte, North Carolina

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