Associate, HR Service Center
NBCUniversal
Universal City, CAThis was removed by the employer on 12/27/2014 2:42:00 PM PST
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Full Time Job
Role Purpose
The recently launched 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 telephone-based 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 new 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 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 ensure extraordinary customer service and partnership by promptly and accurately responding to 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 customer service to employees who call 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
• Take ownership of your cases and resourcefully bring them to resolution in a timely manner
• 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/REQUIREMENTS
Basic Qualifications
• Bachelor's Degree or equivalent work experience
• Prior customer service experience
Eligibility Requirements
• Heavy data entry and typing using computer keyboard in an individual office cubicle with high production expectations required
• Interested candidate must submit a resume/CV through the link below to be considered (note job #: 18627BR)
• Willingness to work overtime, with short notice
• Must be willing to work in Universal City, CA
• Must be willing to submit to a background investigation
• Must have unrestricted work authorization to work in the United States
• Must be 18 years or older
DESIRED CHARACTERISTICS
• 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)