Employee Solutions Assoc I

Are you professional and patient, with a "people-first" attitude when tackling challenges? If so, you might thrive as an Employee Solutions Associate (ESA) at Spectrum.

In this role, you will provide essential customer service and administrative support for daily operations, focusing on HR-related inquiries like payroll and benefits. You will deliver accurate solutions via phone, email, and case management systems, ensuring exceptional customer service. With moderate supervision, you'll take ownership of issues, seeing them through to resolution, in a career that grows with you.

BE PART OF THE CONNECTION

How You'll Make an Impact

• Convey an image of quality, integrity and superior understanding regarding leave of absence, payroll inquiries, benefits enrollment and eligibility, onboarding and routine HR questions
• Record and update the case management system with call/transaction specific information and supporting documentation
• Ensure documentation captured in the case management system is thorough and accurate
• Effectively address customer questions and concerns within the scope of responsibility
• Utilize the Knowledge Management System to fully research and to provide correct guidance in responding to employees and HR
• Participate in group chats and quality coaching sessions to ensure efficient and effective interactions with customers
• Achieve and maintain expertise to navigate and accurately record information with several business systems/applications including HR/Payroll data (PeopleSoft), applicant tracking system (BrassRing), case management tracking (HR Helpdesk) and vendor websites
• Responsible for escalation of issues in a timely manner to ensure an effective end user experience while facilitating customer issue escalations to leaders as required
• Effectively manage to ensure HR Shared Services Center meets required Service Level Agreements and customer satisfaction scores

You'll provide excellent customer service in responding to a large volume of incoming calls, cases and communications received from employees and Human Resources (HR); seldom are two days the same. Needs constantly change as provide basic level assistance for problem resolution on HR matters. If you're up to the challenge, you'll find a rewarding and fulfilling career at Spectrum.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

Education

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

Experience

• 1+ years human resources experience
• 1+ years payroll experience
• 1+ years call center experience
• 1+years customer service experience

Skills

• Proficient in Microsoft Office programs including Outlook, Excel and Word
• General knowledge and terminology of basic human resources, benefits and payroll principles
• Effective listening, verbal and written communication skills
• Demonstrated organization and time management skills
• Effective interpersonal skills
• High level of analytical problem resolution skills
• Ability to read, write, speak and understand English
• Can remain professional in escalated scenarios
• Can work a flexible schedule
• Can problem solve in a high- volume production -oriented environment
• Can maintain confidentiality

Schedule: Must be able to work the hours between 8am-8pm EST, Monday-Friday.

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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