Employee Services Specialist

Job Description

Overview

The Employee Service Team (ESC) Specialist is responsible for maintaining the integrity of employee data and promptly addressing inquiries and requests related to employee information, changes, and reporting. The ESC Specialist is expected to show optimal customer service when providing administrative support to employees and works closely with the HR and Payroll teams to facilitate the Hire-to-Retire process.

Responsibilities

What You'll Do:
• Processes payroll for over 200 employees, including union employees
• Performs calculations in overtime, vacation, union contributions and sick time
• Prepares reports that include summaries of earnings, tax deductions and union dues
• Resolves payroll discrepancies and responds timely to employee queries
• Provides initial resolution support and ensures prompt, accurate, and consistent handling of inquiries via ticketing system, phone, and face-to-face engagement
• Manages and resolves moderate employee and manager inquiries
• Processes employee data changes related to payroll, benefits, unemployment, child support garnishment orders, PTO, employment verifications, job changes, salary, terminations, org-level changes, and HR transactions
• Provides aid and guidance to employees seeking to update personal information in MyHR
• Reassigns tickets via the cloud-based ticketing system to ensure inquiries are addressed by the appropriate departments
• Escalates issues and complex inquires promptly to ESC Manager
• Prepares weekly and monthly Employee Service Center (ESC) 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

Qualifications

More About You:

Skills Required:
• Excellent written and verbal communication skills
• Ability to meet strict deadlines
• Shows integrity, discretion, and sensitivity to confidential data
• Solution-oriented, organized, and highly attentive
• Ability to work in a fast paced and constantly changing environment
• Adaptable to new ideas and ways of accomplishing tasks and projects
• Ability to research, interpret, and reconcile data
• Previous experience with employee data or HRIS functions
Other Requirements:
• Bachelor's degree in Finance or related field
• 2+ years of HR, Payroll, or data processing work experience
• 1+ year of customer service related work experience
• Union experience preferred

Software & Systems:
• UKG (Ultimate)
• Zendesk Ticketing System
• Google Suite

Responsibilities:

What You'll Do:
- Processes payroll for over 200 employees, including union employees
- Performs calculations in overtime, vacation, union contributions and sick time
- Prepares reports that include summaries of earnings, tax deductions and union dues
- Resolves payroll discrepancies and responds timely to employee queries
- Provides initial resolution support and ensures prompt, accurate, and consistent handling of inquiries via ticketing system, phone, and face-to-face engagement
- Manages and resolves moderate employee and manager inquiries
- Processes employee data changes related to payroll, benefits, unemployment, child support garnishment orders, PTO, employment verifications, job changes, salary, terminations, org-level changes, and HR transactions
- Provides aid and guidance to employees seeking to update personal information in MyHR
- Reassigns tickets via the cloud-based ticketing system to ensure inquiries are addressed by the appropriate departments
- Escalates issues and complex inquires promptly to ESC Manager
- Prepares weekly and monthly Employee Service Center (ESC) 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

Jobcode: Reference SBJ-gk93vk-18-188-168-28-42 in your application.