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Employee Solutions Associate

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Spectrum

2mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    People, HR & Administration
  • St. Louis

AI generated summary

  • You need 1-3 years in HR, payroll, or customer service, an Associate’s degree or equivalent experience, strong MS Office skills, organization, communication, and problem-solving abilities.
  • You will assist employees with HR inquiries, process payroll and benefits questions, record case details, ensure accurate support, and manage escalations while providing excellent customer service.

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)

FAQs

What is the role of an Employee Solutions Associate at Spectrum?

The Employee Solutions Associate is responsible for providing basic customer support related to human resources payroll, benefits, and other HR inquiries, delivering accurate solutions to Spectrum employees via phone, email, and a case management system.

What qualifications are required for this position?

The position requires 1-3 years of experience in human resources, payroll, or customer service call center, an Associate's degree in Business Administration, Human Resources, or a related field, proficiency in Microsoft Office programs, and effective communication and problem resolution skills.

What are the working hours for this job?

The working hours are between 8 AM and 8 PM EST, Monday to Friday.

Is training provided for new employees?

Yes, there is a dedicated focus on training and development to ensure employees have the confidence to succeed in their roles.

What kind of skills are valued for this position?

Effective listening, verbal and written communication skills, organization and time management skills, interpersonal skills, and analytical problem resolution skills are highly valued.

Will I be working independently or as part of a team?

You will be part of a supportive team, and collaboration is encouraged, especially during group chats and quality coaching sessions.

Are there opportunities for career growth in this role?

Yes, the growth of the industry and evolving technology provides employees with opportunities to move up or around the company.

Is there a focus on inclusivity in the workplace?

Yes, Spectrum is committed to fostering an inclusive workplace where every person is empowered to bring their best ideas.

Do Employee Solutions Associates have to manage a high volume of inquiries?

Yes, the role involves providing customer service in response to a large volume of incoming calls and communications from employees and HR.

What type of environment will I be working in?

You will be working in an office environment, and it may require a flexible approach to problem-solving in a production-oriented setting.

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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.