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Employee Solutions Associate

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Spectrum

19d ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    People, HR & Administration
  • Charlotte

AI generated summary

  • You need 1-3 years in HR, payroll, or call center roles, an associate's degree or equivalent experience, Microsoft Office skills, strong communication, organization, and problem-solving abilities.
  • You will provide HR support via phone and email, resolve inquiries on payroll, benefits, and onboarding, maintain accurate records, and ensure customer satisfaction.

Requirements

  • 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

Responsibilities

  • Providing basic customer support related to human resources payroll, benefits and other HR inquiries
  • Delivering accurate and efficient solutions to Spectrum employees, via live phone, email, and the company’s case management system, with exceptional customer service
  • Working under moderate supervision to take ownership of an issue and follow it through to a resolution
  • 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
  • Providing excellent customer service in responding to a large volume of incoming calls, cases and communications received from employees and Human Resources (HR)
  • Providing basic level assistance for problem resolution on HR matters

FAQs

What is the primary role of an Employee Solutions Associate (ESA) at Spectrum?

The primary role of an ESA is to provide customer service and administrative support for day-to-day HR activities, including responding to inquiries related to payroll, benefits, and other HR matters.

What are the working hours for this position?

The working hours for this position are between 8am and 8pm EST, Monday through Friday.

What qualifications are required for this position?

The required qualifications include 1-3 years of experience in human resources, payroll, or customer service, an Associate's degree in a relevant field or equivalent work experience, and proficiency in Microsoft Office programs.

What types of customer interactions will an ESA handle?

An ESA will handle interactions via live phone calls, emails, and the company's case management system, addressing a large volume of inquiries from employees and HR.

Is there a need for technical skills in this role?

Yes, proficiency in Microsoft Office programs and a general knowledge of basic human resources, benefits, and payroll principles are required.

What skills are beneficial for success in this position?

Beneficial skills include effective listening, verbal and written communication, organization and time management, interpersonal skills, and analytical problem resolution.

Are there opportunities for career growth at Spectrum?

Yes, Spectrum offers dynamic growth opportunities within the company as the industry evolves and technology advances.

How does Spectrum support a diverse and inclusive workplace?

Spectrum is committed to growing a workforce that reflects the communities it serves and provides equal opportunities for employment and advancement.

Can this position involve escalated customer concerns?

Yes, the ESA is responsible for escalating issues in a timely manner to ensure an effective end-user experience while facilitating customer issue escalations to leaders as required.

What kind of training and development does Spectrum offer its employees?

Spectrum focuses on training and development, ensuring that employees have the support and resources needed to thrive in their careers from day one.

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Spectrum

Telecommunications
Industry
10,001+
Employees

Mission & Purpose

Charter Communications, Inc. (NASDAQ:CHTR) 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. For small and medium-sized companies, Spectrum Business® delivers the same suite of broadband products and services coupled with special features and applications to enhance productivity, while for larger businesses and government entities, Spectrum Enterprise provides highly customized, fiber-based solutions. Spectrum Reach® delivers tailored advertising and production for the modern media landscape. The company also distributes award-winning news coverage, sports and high-quality original programming to its customers through Spectrum Networks and Spectrum Originals.