Employee Svcs Center Rep

When working through a challenge, are you professional and patient with a "people-first" attitude? Are you a strong problem solver and decision maker, even in a high-volume, fast-paced environment? If you value building relationships with credibility and confidentiality, our Employee Service Center would love to meet you.

Our Employee Service Center plays the integral role of providing customer support for calls & communications received during daily Employee Service Center operations. We understand the importance and value of each employee related process, so we drive and improve the dedicated resources and programs that serve our people.

BE PART OF THE CONNECTION

As an Employee Service Center Representative, you'll provide customer support for calls & communications received during daily Employee Service Center operations. You'll be responsible for ensuring timely processing of 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. You'll have the opportunity to work with people across all parts of the business and help them focus on doing their best work as you see their HR needs through to resolution.

WHAT OUR EMPLOYEE SERVICES CENTER REPS ENJOY MOST

• Providing excellent customer responsiveness to calls/communications received from Human Resources (HR), HR Center of Excellence (COE) staff and employees
• Demonstrating the highest degree of accuracy, courtesy and professionalism to resolve customer issues with one call resolution
• Updating the case management system with call/transaction specific information and supporting documentation
• Achieving and maintaining 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 websites
• Applying knowledge of HR programs, policies, Benefit plans, to quickly resolve customer issues or concerns
• Being responsible for escalation of issues in a timely manner to ensure an effective end user experience while remaining engaged in resolving the issue
• Managing time effectively to ensure Employee Services Center meets required service levels for customer satisfaction results and adheres to Service Level Agreements

As you focus on executing and monitoring one or more employee related processes, your goal is to provide excellent service with confidentiality and an appropriate sense of urgency. With over 96,000 employees, your work is essential to empowering, developing, and safeguarding our people and their careers. If you value relationships, a career in The Employee Service Center is the place for you.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience: Human resources and/or customer service call center experience 2+ years
• Education: Associate's degree in Business Administration, Human Resources, related field; or equivalent work experience with prior customer service experience
• Technical skills: Proficient in Microsoft Office programs including Outlook, Excel, Word, and PowerPoint
• Skills: High degrees of attention to detail, logical thinking, and organizational skills. Demonstrated follow-up skills on outstanding or pending matters. Analytical and investigative skills. High level of communication skills, process skills, and problem resolution skills.
• Abilities: Ability to read, write, speak and understand English. Can maintain confidentiality. Can problem solve in a high volume production oriented environment
• Travel Ability: Office environment
• Schedule: Flexible schedule, which includes unique hours of a call center operation - 8:00 AM ET - 6:30 PM ET, Monday - Friday

Preferred Qualifications

• Previous experience working with multi-state shared services organization

SPECTRUM CONNECTS YOU TO MORE

• Dynamic Growth: The growth of our industry and evolving technology powers our employees' careers as they move up or around the company
• Supportive Teams: Who you are matters here. And, we aim to foster an inclusive workplace where every person is empowered to bring their best ideas
• Learning Culture: With a dedicated focus on training and development, employees can have confidence that day one is truly just the beginning of a dynamic career
• Total Rewards: See all the ways we invest in you-at work and in life

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