Employee Services Center Representative

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.

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 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 questions
  
• Update the HR Helpdesk 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 (PeopleCentral), applicant tracking system (iCIMS), case management tracking (HR Helpdesk) and vendor websites
  
• Administer processes to ensure timely completion of required pre-hire tasks in Spectrum's onboarding system or to process data transactions in the HR system 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

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