HR Employee Experience Agent

The Employee Experience Agent is responsible for providing exemplary, expert level, customer care for defined customer groups as it relates to their respective questions including, but not limited to health and welfare benefits enrollment, payroll transactions, employee job events (new hires, transfers, terminations), non-health and welfare benefits and time off, employee self-service and attendance collection and calculation. The Employee Experience Agent is responsible for managing customer interactions via call center phones, general and personal E-mail, and Service Now ticket management.

Responsibilities

• Understands and conveys on-line health and welfare benefits site navigation and enrollment options
• Educates customers on self-sufficient methods for managing benefits coverage
• Knowledgeable of customer group benefits eligibility
• Understands the full continuum of benefits coverage; enrollment, continued coverage, mid-year event change allowances, loss of coverage and COBRA
• Knowledgeable about applicable policies and bargaining agreements that impact benefits coverage
• Discusses voluntary benefits, to which their customer may be eligible
• Understands and articulates to customers the Kronos time and attendance system including badge reader functionality, roles and responsibilities, and schedule set-up
• Understands the payroll processing schedule and educates customer base on the intention of each payroll run type
• Knowledgeable of pay practices by employee group and contract group
• Knowledgeable of pay stub structure and contents
• Understands garnishment process
• Successful navigation of Lawson HR system for the investigation of processed and unprocessed events
• Knowledgeable of impacts to benefits and pay following certain types of employment events
• Effectively articulates impacts to employees resulting from late processing and plans to correct them

Required Qualifications

• 2 years experience in directly managing customer needs
• 1 year call center experience
• A positive attitude with a passion for helping and meeting the needs of others
• Excellent listening skills to quickly identify customer’s needs and document in appropriate tracking mechanism
• Strong written and verbal communication skills. Must be articulate and professional in verbal and written communications
• Utilize appropriate resources to research possible solutions and quickly problem solve within standard service level agreement guidelines
• Keyboard skills and ability to use PC applications such as MS Office including Word, Excel and Outlook is required
• Detail oriented with an ability to function well in stressful situations
• Ability to handle a large volume of work with accuracy
• Ability to multi-task when communicating with employees or managers regarding issues. while navigating multiple monitors and systems simultaneously
• Organizational skills
• Ability to work on computer for long periods
• Ability to exercise discretion while handling confidential information

Preferred Qualifications

• B.S./B.A. in Human Resources or related area
• Healthcare experience
• 1 year Benefits or payroll administration experience
• Lawson system experience
• Kronos timekeeping experience

$24.08- $34.01 Hourly