Employee Service Center Specialist

Job Description

Overview

As a member of the Employee Service Center (ESC), the ESC Specialist provides optimal customer service while resolving a wide variety of employee and manager inquiries in an effective and timely manner. Various inquiries may include, but are not limited to: payroll, benefit programs, company policies and procedures, employment verifications and technical HR applications. ESC Specialists provide accurate and efficient administrative support and independently handle routine requests using available resources. In addition, ESC Specialists consult and partner with ESC Manager to resolve moderate and semi-complex problems requiring research and consultation with subject matter experts. As validation and auditing are significant within the ESC, ESC Specialists will also assist with managing reporting.

Responsibilities

What You'll Do:
• Provides initial resolution support and ensures prompt, accurate and consistent handling of inquiries via telephone, email, and employee face-to-face engagement
• Manages and resolves moderate employee and manager inquiries
• Processes employment data regarding payroll, benefits, unemployment, child support garnishment orders, PTO, employment verifications, job changes (including, but not limited to, salary, terminations, org level and manager changes), HR transactions
• Provides guidance to employees seeking to update personal information in MyHR
• Reassigns inquiries via the cloud-based help desk to ensure inquiries are accurately addressed by the appropriate departments
• Engages ESC Manager immediately to address and resolve more complex inquiries
• Assists with all Employee Service Center reporting
• Partners with subject matter experts to resolve specific inquiries that require further research and knowledge
• Adheres to ESC's Service Level Agreement (SLA) to ensure optimal customer service is consistently achieved
• Participates in team projects, as needed

Qualifications

More About You:

Required:
• Bachelor's Degree required or an equivalent combination of education and experience required
• Minimum of 2 years of experience in a Human Resources or Data Processing role, with at least 1 year in a customer/employee facing position
• Comprehensive knowledge of human resource practices
• Previous experience with employee data or HRIS functions desired
• Work independently as well as in a team environment
• Strong attention to detail
• Ability to work in a constantly changing environment
• Strong organization
• Analytical skills
• Strong problem-solving ability
• Strong desire to provide quality customer service
• Strong oral, written and interpersonal communication
• UKG experience preferred
• Proficiency with Microsoft Office required

Vaccination Requirements

To help promote and ensure the safety of all of our employees and the communities we serve, we require all incoming employees to be fully vaccinated against the coronavirus. If hired, you will be required to provide proof of vaccination, which will be kept confidential. If you are not vaccinated, or partially vaccinated currently, but willing to become fully vaccinated, we invite you to still apply.

Audacy is committed to providing a safe and inclusive work environment for all and we recognize that some individuals may have a sincerely held religious belief as it pertains to the practice of immunization or a medical disability which may prevent them from becoming vaccinated. Individuals who cannot be fully vaccinated due to a sincere religious belief or medical disability may request an accommodation. We request that you refrain from discussing religious beliefs or medical conditions during the interview process. If you believe you need an accommodation, you will have an opportunity to submit your request during the interview process. All requests for accommodation will remain confidential and reviewed by selected individuals within the HR department. We cannot guarantee that all requests for accommodation will be granted. Please refer to our EEO policy and statement below.

Responsibilities:

What You'll Do:
- Provides initial resolution support and ensures prompt, accurate and consistent handling of inquiries via telephone, email, and employee face-to-face engagement
- Manages and resolves moderate employee and manager inquiries
- Processes employment data regarding payroll, benefits, unemployment, child support garnishment orders, PTO, employment verifications, job changes (including, but not limited to, salary, terminations, org level and manager changes), HR transactions
- Provides guidance to employees seeking to update personal information in MyHR
- Reassigns inquiries via the cloud-based help desk to ensure inquiries are accurately addressed by the appropriate departments
- Engages ESC Manager immediately to address and resolve more complex inquiries
- Assists with all Employee Service Center reporting
- Partners with subject matter experts to resolve specific inquiries that require further research and knowledge
- Adheres to ESC's Service Level Agreement (SLA) to ensure optimal customer service is consistently achieved
- Participates in team projects, as needed

Jobcode: Reference SBJ-r7jkmk-3-15-202-4-42 in your application.