Employee Solutions Associate I

Spectrum; Yorkwood (NC); On-site; USD 30,000 - 42,000; Full time

Job summary

Spectrum is seeking an Employee Solutions Associate to deliver exceptional customer service and administrative support for HR-related inquiries, including payroll and benefits. You will work across Oracle, iCIMS, and HR Helpdesk systems to resolve issues with accuracy and care, under moderate supervision.

You'll handle calls, emails, and cases, maintain confidential information, and support service levels across the Spectrum Shared Services Center.

Qualifications

• Associate’s degree or equivalent experience in HR/payroll related field.
• 0-1 years of HR experience or payroll experience.
• 0-1 years of customer service and call center experience.

Responsibilities

• Provide customer service and administrative support for HR-related inquiries.
• Record and update the case management system with interactions and documentation.
• Resolve issues using HR, payroll and benefits knowledge across multiple systems.
• Escalate issues timely to maintain end-user satisfaction and SLAs.

Skills

Microsoft Office

HR basics

Payroll knowledge

Customer service

Call center

Communication

Confidentiality

Education

Associate’s degree in Business Administration, Human Resources or Payroll related field

Tools

Oracle

iCIMS

HR Helpdesk

Job description

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

Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being 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.

Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.

Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.