JOB SUMMARY
This position will provide basic customer support related to human resources payroll, benefits and other HR inquiries. The Employee Solutions Associate (ESA) will deliver accurate and efficient solutions to Charter employees, via live phone, email, and the company's case management system, with exceptional customer service. The ESA will provide basic level assistance for problem resolution on HR matters and escalate complex problems to higher tier personnel. Works under moderate supervision to take ownership of an issue and follow it through to a resolution with appropriate staff.

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience
• Provide excellent customer service in responding to a large volume of incoming calls, cases and communications received from employees and Human Resources (HR)
• Actively and consistently support all efforts to simplify and enhance the customer experience
• Convey an image of quality, integrity and superior understanding regarding leave of absence, payroll inquiries, benefits enrollment and eligibility, onboarding and routine HR questions
• Demonstrate accountability by following through on all necessary customer escalations with appropriate sense of urgency
• Manage customer interactions professionally and efficiently
• Record and update the case management system with call/transaction specific information and supporting documentation
• Ensure documentation captured in the case management system is thorough and accurate
• Effectively address customer questions and concerns within the scope of responsibility
• Utilize the Knowledge Management System to fully research and to provide correct guidance in responding to employees and HR
• Participate in group chats and quality coaching session 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 (PeopleSoft), applicant tracking system (BrassRing), case management tracking (HR Helpdesk) and vendor websites
• Apply knowledge of Benefits, HR and Payroll programs and policies to quickly resolve customer issues or concerns
• 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
• Manage time effectively to ensure HR Shared Services Center meets required Service Level Agreements and customer satisfaction scores
• Perform other duties as required

• Ability to read, write, speak and understand English
• Ability to remain professional in escalated scenarios
• Superior listening, verbal and written communication skills
• Strong organization and time management skills
• Excellent interpersonal skills
• Ability to work a flexible schedule
• Ability to problem solve in a high volume production oriented environment
• Proficient in Microsoft Office programs including Outlook, Excel and Word
• High level of analytical problem resolution skills
• Ability to maintain confidentiality
• General knowledge and terminology of basic human resources, benefits and payroll principles