Employee Services Center Representative

Job Summary

Considering a role where your service directly impacts employee experience every day? As an Employee Services Center Representative at Spectrum, you will handle various employee-related processes, answer inquiries, and support onboarding and HR functions through effective and timely communication. Your attention to detail and commitment to service ensure smooth operations and a positive impression for every employee you assist.

Responsibilities

How You’ll Make an Impact

- 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 working with paralegals with one call resolution; subjects include documents related to: leave of absence, unemployment, benefits, onboarding/offboarding administration including background checks and routine HR questions.

- Update the HR Helpdesk with call/transaction specific information and supporting documentation.

- Achieve and maintain expertise to navigate and accurately record or obtain information with several business. systems/applications including HR data (PeopleCentral), applicant tracking system (iCIMS), case management tracking (HR Helpdesk) and vendor websites.

- Administer processes to ensure timely completion of required tasks to process data transactions in HR systems of record.

- 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.

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

Qualifications

What You’ll Bring to Spectrum

Required Qualifications

Education

- Associate’s degree in Business Administration, Human Resources, related field; or equivalent work experience with prior customer service experience

Experience

- 2+ years of human resources and/or customer service call center experience

Skills

- Ability to read, write, speak, and understand English

- 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, process, problem resolution, and investigate skills

- Clear and effective verbal and written communication skills

- High degree of attention to detail, logical thinking, and organizational skills while maintaining confidentiality

- Demonstrated follow-up skills on outstanding or pending matters

Preferred Qualifications

Experience

- Previous experience working with multi-state shared services organization