Full TimeCharlotte, North CarolinaPosted 10/05/2026Areas of interest: Customer Service, Human ResourcesRequisition Number: 2026-83758HES106
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
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
HES106 2026-83758 HES106 2026
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.
