JOB SUMMARY
This position will provide basic customer support related to human resources payroll, benefits and other HR inquiries.  The Employee Solutions Associate (ESA) will deliver accurate and efficient solutions to Charter employees, via live phone, email, and the company’s case management system, with exceptional customer service. The ESA will provide basic level assistance for problem resolution on HR matters and escalate complex problems to higher tier personnel.  Works under moderate supervision to take ownership of an issue and follow it through to a resolution with appropriate staff.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experienceProvide excellent customer service in responding to a large volume of incoming calls, cases and communications received from employees and Human Resources (HR)Actively and consistently support all efforts to simplify and enhance the customer experienceConvey an image of quality, integrity and superior understanding regarding leave of absence, payroll inquiries, benefits enrollment and eligibility, onboarding and routine HR questionsDemonstrate accountability by following through on all necessary customer escalations with appropriate sense of urgencyManage customer interactions professionally and efficientlyRecord and update the case management system with call/transaction specific information and supporting documentationEnsure documentation captured in the case management system is thorough and accurateEffectively address customer questions and concerns within the scope of responsibilityUtilize the Knowledge Management System to fully research and to provide correct guidance in responding to employees and HRParticipate in group chats and quality coaching session to ensure efficient and effective interactions with customersAchieve 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 websitesApply knowledge of Benefits, HR and Payroll programs and policies to quickly resolve customer issues or concernsResponsible for escalation of issues in a timely manner to ensure an effective end user experience while facilitating customer issue escalations to leaders as requiredManage time effectively to ensure HR Shared Services Center meets required Service Level Agreements and customer satisfaction scoresPerform other duties as required

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge

Ability to read, write, speak and understand EnglishAbility to remain professional in escalated scenariosSuperior listening, verbal and written communication skillsStrong organization and time management skillsExcellent interpersonal skillsAbility to work a flexible scheduleAbility to problem solve in a high volume production oriented environmentProficient in Microsoft Office programs including Outlook, Excel and WordHigh level of analytical problem resolution skillsAbility to maintain confidentialityGeneral knowledge and terminology of basic human resources, benefits and payroll principles

Education

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

Related Work Experience    
1-3 years of human resources, payroll and/or customer service call center experience

WORKING CONDITIONS
Office environment
Must be able to work the hours between 8am-8pm EST, Monday-Friday

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HES106 2024-39022 2024

Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.


A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.


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