Employee Solutions Associate 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 will take ownership of issues, seeing them through to resolution, in a career that grows with you.

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, ensuring thorough and accurate notes
• Apply knowledge of Benefits, HR and Payroll programs and policies to quickly resolve customer issues or concerns. Effectively address customer questions and concerns within the scope of responsibility
• Utilize the Knowledge Management System to fully research and 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 (Oracle), applicant tracking system (iCIMS), case management tracking (HR Helpdesk) and vendor websites
• Escalate 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

Working Conditions

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

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

• 0-1 years of human resources experience
• 0-1 years of payroll experience
• 0-1 years of customer service experience
• 0-1 years of call center 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