Call Center Representative

The Planet Group; New York (NY); Hybrid; USD 75,000 - 95,000; Full time

Job summary

The Planet Group is seeking a Resource Center Representative to support a major Workday ERP implementation. The role requires exceptional customer service and clear written and verbal communication with diverse staff.

Flexibility is essential to adapt to go-live and hypercare needs, with a strong emphasis on ownership, timely follow-up, and coordinating with backend teams to resolve issues. Hybrid work setup in the NY area is expected.

Qualifications

• Strong customer service and communication skills required.
• Experience supporting a large ERP go-live is a plus.
• Ability to manage high-volume case work and escalate when needed.

Responsibilities

• Serve as a Resource Center Representative during ERP go-live and hypercare.
• Willing to flex into other project-support responsibilities as needed.
• Troubleshoot issues, follow up with backend teams, and ensure timely resolution.

Skills

Customer service

Communication

Time management

Problem solving

Tools

Workday

ServiceNow

Job description

Schedule & work location: Candidates must be available to work an assigned 8:00 a.m.–4:00 p.m. or 11:00 a.m.–7:00 p.m. shift. The anticipated work arrangement is remote during November–December, 100% on-site during January–February for go-live/hypercare, and likely transitioning back to remote beginning in March. The overall role should be considered hybrid, and candidates must have the flexibility to work on-site when business or project needs require.

Go-live availability: Go-live availability: Candidates must be available to work on December 31 (New Year's Eve) and January 1 (New Year’s Day), the ERP go-live date. Will also need to work Sat 1/2, Sun 1/3 and Sat 1/9, Sun 1/10. Otherwise work normal shift schedule will be Mon-Fri

We are seeking candidates who demonstrate the following:

• Adaptable, resourceful, and comfortable with change: Able to work effectively in a fast-moving, “startup-like” environment supporting a major Workday ERP implementation. The primary responsibility will be serving as a Resource Center Representative, but candidates must be willing and able to flex into other responsibilities as project and go-live needs evolve. Candidates should be comfortable learning on the fly, troubleshooting unfamiliar issues, and adapting as processes and information change.
• Strong customer service and communication skills: Excellent phone, email, and chat communication skills, with the professionalism, patience, and empathy needed to support a diverse employee population, including clinical, research, and administrative staff.
• Persistent, accountable, and solutions-oriented: Takes ownership of employee cases from initial contact through resolution. Able to follow up with busy back-end support teams, advocate appropriately for the employee, elevate when necessary, and persist until an issue is resolved or appropriately handed off.
• Organized and able to prioritize a high-volume workload: Comfortable managing multiple open cases and competing priorities, exercising sound judgment regarding urgency, follow-up, escalation, and where to focus attention during a high-volume ERP go-live and hypercare period.
• Strongly preferred: Previous experience with Workday and/or ServiceNow, particularly Workday Finance or Supply Chain functionality.