Sr Employee Svcs Center Rep
Are you a strong problem solver and decision maker, even in a high-volume, fast-paced environment? Do you value making connections with people? Are you known for your strong leadership capabilities? If so, our Employee Service Center would love to meet you.
Our Employee Service Center plays the integral role of providing customer support for calls & communications received during daily Employee Service Center operations. We understand the importance and value of each employee related process, so we drive and improve the dedicated resources and programs that serve our people.
BE PART OF THE CONNECTION
As a Senior Employee Service Center Representative, you’llbe responsible for providing customer support for calls/communications received during daily Employee Services Center operations. This position is required to process requests and associated transactions for employees while maintaining Service Level Agreements by applying customer service satisfaction techniques with the efficient, timely and accurate use of resources. This positon may focus on executing and monitoring one or more employee related processes.
WHAT OUR SENIOR EMPLOYEE SERVICES CENTER REPS ENJOY MOST
•Provide excellent customer responsiveness to calls/communications received from HR, HR Center of Excellence (COE) staff and employees.
•Update the case management system – Help Desk with call and email/transaction specific information and supporting documentation.
•Achieve and maintain expertise to navigate and accurately record information with several business systems/applications including but not limited to HR data (People Central), HR Helpdesk (Service Requests) and vendor websites.
•Demonstrate the highest degree of accuracy, courtesy and professionalism to resolve customer issues with one call resolution.
•Apply knowledge of HR programs, policies and benefit plans to quickly resolve customer issues or concerns.
•Responsible for escalation of issues in a timely manner to ensure an effective end user experience while remaining engaged in resolving the issue.
•Manage time effectively to ensure Employee Services Center meets required service levels for customer satisfaction results and adheres to Service Level Agreements.
•Support HR personnel with expertise in data management and guidance. Provides expertise on complexity of data fields in People Central.
•Enter data transactions into People Central (PC) in a timely and accurate fashion ensuring the highest level of data integrity and confidentiality.
•Review data and processes for quality assurance.
WHAT YOU’LL BRING TO SPECTRUM
Required Qualifications
•Ability to work a flexible schedule, as needed, Monday – Friday, between 8 am and 6:30pm.
•Ability to maintain confidentiality.
•Ability to work a fast [paced environment.
•Ability to respond to requests and process transactions with speed and accuracy in a high-volume customer-oriented environment.
•Strong attention to detail, logical thinking, and organizational skills.
•Demonstrated ability to research issues and apply critical thinking skills to solve issues in a timely manner.
•Demonstrated ability to work effectively independently and in a team environment.
•Clear and effective verbal and written communication skills.
•Proficient in Microsoft Office programs including Outlook, Excel, PowerPoint and Word.
•3+ years Human resources and/or customer service call center experience.
•Functional knowledge of People Central including experience processing updates related to job data, personal data and benefit related modules.
•Working knowledge of case management technology.
•Working knowledge of call-center telephony systems.
•Previous experience working in a multi-state HR related call center or shared services environment
Ability to work in a fast paced environment
Education
Associate’s degree in Business Administration, Human Resources, related field; or equivalent work experience with prior customer service experience required
Related Work Experience
1-3 years of human resources and/or customer service call center experience
WORKING CONDITIONS
Office environment
Must be able to work the hours between 8am-6:30pm EST, Monday-Friday
SPECTRUM CONNECTS YOU TO MORE
- Dynamic Growth: The growth of our industry and evolving technology powers our employees’ careers as they move up or around the company
- Supportive Teams: Who you are matters here. And, we aim to foster an inclusive workplace where every person is empowered to bring their best ideas
- Learning Culture: With a dedicated focus on training and development, employees can have confidence that day one is truly just the beginning of a dynamic career
- Total Rewards:See all the ways we invest in you—at work and in life
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Job Code : HES110
2025-53082
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.
Who You Are Matters Here
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.