Employee Solutions Associate

When working through a challenge, are you professional and patient with a "people-first" attitude? Are you capable of managing customer interactions professionally and efficiently? If so, you could excel as an Employee Solutions Associate (ESA) at Spectrum.

Spectrum keeps nearly 32 million customers connected across our 41-state footprint by offering state-of-the-art products and services including Spectrum Internet, TV, mobile, and voice. Our Employee Solutions Associate (ESA) plays the integral role of providing customer service and administration support for day-to-day activities. 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 Solutions Associate (ESA), you'll be responsible for providing basic customer support related to human resources payroll, benefits and other HR inquiries. You'll deliver accurate and efficient solutions to Spectrum employees, via live phone, email, and the company's case management system, with exceptional customer service. You'll work under moderate supervision to take ownership of an issue and follow it through to a resolution. It's a career that grows as you do.

WHAT OUR EMPLOYEE SOLUTIONS ASSOCIATES ENJOY MOST

• Conveying an image of quality, integrity and superior understanding regarding leave of absence, payroll inquiries, benefits enrollment and eligibility, onboarding and routine HR questions
• Recording and updating the case management system with call/transaction specific information and supporting documentation
• Ensuring documentation captured in the case management system is thorough and accurate
• Effectively addressing customer questions and concerns within the scope of responsibility
• Utilizing the Knowledge Management System to fully research and to provide correct guidance in responding to employees and HR
• Participating in group chats and quality coaching sessions to ensure efficient and effective interactions with customers
• Achieving and maintaining 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
• Being 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
• Managing time effectively 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

• Experience: Human resources, payroll and/or customer service call center experience 1-3 years
• Education: Associate's degree in Business Administration, Human Resources or Payroll related field; or equivalent work experience with prior customer service experience
• Technical skills: Proficient in Microsoft Office programs including Outlook, Excel and Word. General knowledge and terminology of basic human resources, benefits and payroll principles
• Skills: Effective listening, verbal and written communication skills. Demonstrated organization and time management skills. Effective interpersonal skills. High level of analytical problem resolution skills
• Abilities: 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
• Travel Ability: Office environment
• 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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