Assistant, HR Service Center

Job Description

Responsibilities

Role Summary:

The HR Connection Team is a group of Employee Service Associates charged with supporting the NBCUniversal Employee population with their HR, Payroll, and Benefits questions.

NBCUniversal HR Connection takes on the challenge and responsibility of providing the best possible customer service to all NBCUniversal employees. From benefits to payroll to general inquiries, NBCUniversal employees know that the HR Connection team can help them solve problems and get answers to their everyday questions. The HR Connection team maximizes the breadth of NBCUniversal's resources and actively contributes to NBCUniversal's best-in-class work environment.

By joining our Team, you are empowered to provide NBCUniversal employees the best service possible with a stated outcome of exceptional feedback from your callers, increased employee productivity, and strong customer relationships. You will be responsible for providing support to the department with special projects, managing the HR Connection email box and voicemail, evaluating and analyzing employee data, recommending and clearly explaining solutions, resourcefully following through on all cases to bring them to resolution, and documenting all calls in our Case Management system. You will be in an environment of progressive learning in a multitude of HR operational and specialist areas.

The successful candidate will work closely with a team of Employee Service Associates to ensure extraordinary customer service and partnership by promptly and accurately responding to emails, voicemails and phone calls from NBCUniversal employees. Our HR Connection associates deliver customer service with a smile, empowered by the challenge and thrilled by the service they offer to employees.

Responsibilities:
• Provide excellent, efficient and courteous support to the HR Connection team and customer service to employees who contact HR Connection with questions about benefits, compensation, policies, performance and other HR related matters
• Actively participate in building a world class employee customer service operation by working constructively and collegially with team members to continually improve processes and client satisfaction levels
• Assist the Team with special projects and take inbound calls when needed
• Utilize the KnowledgeBase of information and other resources to provide accurate up-to-date information to the employee
• Handle confidential information with strict adherence to HIPAA standards
• Escalate more complex issues to HR Connection Manager, Tier 2 Subject Matter Experts (SME), and/or Tier 3 Functional Owners as appropriate
• Document all calls and case resolutions/activity in a timely manner through keyboard entry, into the ticketing system continuously throughout the day

Qualifications

Basic Requirements:
• Bachelor's Degree or equivalent work experience
• Prior customer service experience

Desired Characteristics:
• Exceptional organizational skills with the ability to work on multiple projects simultaneously
• Superior customer service skills including but not limited to a courteous and pleasant phone demeanor and demonstrated willingness to go the extra mile
• Ability to act with integrity at all times, instilling a sense of confidence and trust from our partners, clients, and customers
• Demonstrated passion for providing clients with proactive solutions and building strong customer relationships
• Strong negotiation, problem solving and analytical skills
• Strong interpersonal skills, ability to communicate well with individuals, and in group settings, and work well within a team.
• Strong communication skills (both written and verbal)
• Strong sense of perseverance and curiosity in tracking down hard to find answers
• Ability to analyze and assess needs of callers
• Experience in identifying process gaps and generating ideas for improving
• Strong flexibility and adaptability to manage multiple tasks within stringent time frames while maintaining accuracy
• Bilingual skills in Spanish is a plus
• Demonstrated ability to type at a minimum of 50 words per minute
• Intermediate to advanced expertise with Microsoft Office Suite (Word, Excel, PowerPoint)

Additional Requirements
• Heavy data entry and typing using computer keyboard in an individual office cubicle with high production expectations required
• Willingness to work overtime, with short notice
• Must be willing to work in Universal City, CA
• Must have unrestricted authorization to work in the United States
• Must be 18 years or older

Additional Information

NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access nbcunicareers.com as a result of your disability. You can request reasonable accommodations in the US by calling 1-818-777-4107 and in the UK by calling +44 2036185726.

Jobcode: Reference SBJ-d9ex3z-18-118-12-222-42 in your application.