HR Service Center Associate — Customer Support

Altice Usa; Honolulu (HI); On-site; USD 45,000 - 65,000; Full time

Job summary

The Human Resources Associate at Altice USA is a member of the HR Shared Services call center and provides customer service to employees, managers and the HR community on inquiries related to HR topics including policy, time and labor, benefits and performance management.

Responsibilities include handling calls and tickets, delivering prompt service within SLA, processing HR transactions, and performing QA reviews; complex issues are escalated to the HR Shared Services Supervisor or COE teams.

Qualifications

• Associate's degree in HR or related field, or equivalent experience; Bachelor's preferred.
• Some experience in Human Resources or experience working in a call center environment strongly preferred.
• Must have the ability to handle diverse employee issues and data in a confidential and sensitive manner.
• Excellent administrative, organizational and interpersonal skills, with the ability to remain positive under pressure.
• Effective research, problem‑solving, and follow‑through skills.
• Process driven and solution oriented.
• Must be able to work flexible and additional hours as necessary.

Responsibilities

• Resolve questions via various channel support streams including but not limited to phone, email and helpdesk tickets; log all calls and chats requiring further research, follow‑up, and/or action.
• Provide superior customer service to all employees by promptly responding to employee and vendor inquiries within Service Level Agreement (SLA) guidelines.
• Process and maintain routine HR transactions in HR information systems and databases, collecting required back‑up documentation as needed; retain documents in document retention systems.
• Perform administrative tasks, including processing life‑cycle transactions such as unemployment claims, HR Forms, Verification of Employment, offboarding letters, etc.
• Perform quality assurance reviews on electronic and manual transactions.
• Escalate more complex inquiries and issues to the HR Shared Services Supervisor or the appropriate Center of Excellence (COE) team or team member.

Skills

HR experience

Data confidentiality

Administrative skills

Interpersonal skills

Problem solving

Flexibility

Education

Associate's degree in Human Resources or related field

Job description

The Human Resources Associate at Altice USA is a member of the HR Shared Services call center and provides customer service to employees, managers and the HR community on inquiries related to HR topics including policy, time and labor, benefits and performance management.

Responsibilities include handling calls and tickets, delivering prompt service within SLA, processing HR transactions, and performing QA reviews; complex issues are escalated to the HR Shared Services Supervisor or COE teams.