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Employee Services Center Represetative

Learn more about Spectrum
Spectrum

Spectrum

Employee Services Center Represetative

Charlotte, NC
Full Time
Paid
  • Responsibilities

    JOB SUMMARY

    This position is responsible for providing customer support for communications received during daily Employee Service Center operations. This position may focus on ADA administration while executing and monitoring one or more employee related processes. This position is required to process ADA 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 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. Subjects include but not limited to: ADA, Leave of Absence, FMLA, Workers Compensation, PPL, PLOA, HFLL, TDI, various state leave of absence policies, Benefits Plan options, Benefits eligibility, Enrollment, 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

  • Qualifications

    Education

    • Associates Degree in Business Administration, Human Resources, or related field; or equivalent work experience with prior customer service experience required

    Experience

    • 1-3 years of human resources and/or customer service call center experience

    WORKING CONDITIONS

    • Office environment

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

  • Desired skills

    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 ADA, FMLA, STD, LTD, HFLL, TDI, various state leave of absence policies, LOA intake processing, document tracking & retention, and all other leave processing

  • Industry
    Telecommunications
  • Fun Fact
    Spectrum Scholars launched in 2020 and awards $400,000 in scholarships to eligible college students.
  • About Us

    Charter Communications, Inc. is a leading broadband connectivity company and cable operator serving more than 32 million customers in 41 states through its Spectrum brand. Over an advanced communications network, the company offers a full range of state-of-the-art residential and business services including Spectrum Internet®, TV, Mobile and Voice.