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This position is responsible for providing 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 RESPONSIBILITIES
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, FMLA, Workers Compensation, ADA, PPL, PLOA, HFLL, TDI, various state leave of absence policies, Benefits Plan options, Benefits eligibility, Enrollment, Onboarding administration including background checks, LOA intake processing, document tracking & retention, LOA approval/denial processing, and routine HR questions.
Update the case management system 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 (PeopleSoft), applicant tracking system (BrassRing), case management tracking (HR Helpdesk), vendor websites, Kronos.
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
Perform other duties as required
Skills/Abilities and Knowledge
Ability to work independently
Ability to work a flexible schedule
Ability to problem solve in a high volume production oriented environment
Proficient in Microsoft Office programs including Outlook, Excel and Word
Comfortable navigating and working in various web based vendor portals
High level of analytical and process skills, problem resolution skills
Clear and effective verbal and written communication skills
Ability to maintain confidentiality
Must have functional knowledge of PeopleSoft, version 9.1 preferred
Must have functional knowledge of Kronos timekeeping system
In depth knowledge of FMLA, STD, LTD, ADA, HFLL, TDI, various state leave of absence policies, LOA intake processing, document tracking & retention, and all other leave processing
Associates Degree in Business Administration, Human Resources, or related field; or equivalent work experience with prior customer service experience required
1-3 years of human resources and/or customer service call center experience
Must be able to work the hours between 8am-8pm EST, Monday-Friday
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