Employee Service Associate
Warner Bros. Entertainment Group
Burbank, CAThis was removed by the employer on 4/27/2017 12:27:00 PM PST
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Full Time Job
SUMMARY OF POSITION:
Warner Bros. Entertainment Inc. seeks an Employee Service Associate for the HR Services Contact Center department. HRS Call Center serves as the primary contact for employees' basic needs. It supports routine questions, including issue resolution, transactional processing & administrative support for HR, Payroll, Workforce Administration, HRIS and other teams.
JOB RESPONSIBILITIES:
• Provide excellent customer service. Respond to inquiries via phone, email, fax or mail. Use information from multiple systems and other resources to respond to inquiries. Provide navigation support to customers on employee self-service/HR tools. Route/escalate inquiries for advanced support through proper channels focusing on a seamless customer experience. Perform required tasks in accordance with established service level agreements.
• Accurately process, record, close or escalate transactions within service level agreements. Process transactions, collect required information or back up documentation from customers. This may include asking customers probing questions (e.g. asking for additional information, or backup documentation etc.)
• Perform and track administrative (no call) departmental tasks including report reviewing and reconciliation, data entry updates, mailing, filing, sending correspondence, sorting and routing incoming mail.
• Provide support for new and ongoing projects. Identify and propose new ideas to resolve problems and improve productivity (i.e. continuous improvement efforts). Maintain broad knowledge of policies and procedures. Make recommendations to update documentation as changes to policy and process occur, support update process.
JOB QUALIFICATION STANDARDS:
• High School diploma required.
• Previous experience working in a call center required.
• Experience working with & contributing to a team strongly preferred.
• Experience with payroll, benefits and Human Resources strongly preferred.
• Ability to evaluate, analyze data and any eye towards trending and root cause analysis.
• Strong computer/technical skills; familiar with Microsoft office, (MS) applications, Workday, case management systems, knowledge base systems and other system tools.
• MS Excel preferred.
• Identifies continuous improvement opportunities (Processes, service, technology) and recommends solutions to increase productivity.
• Knowledge of HR and employee policies, programs, concepts and terminology.
• Perform required tasks in accordance with established service level agreements (SLA's).
• Highly effective verbal and written communication skills, able to explain complex or confusing material clearly.
• Highly effective listening and reading comprehension skills.
• Strong customer service orientation, ability to diffuse difficult situations.
• Confident phone presence.
• Strong ability to multi-task, work positively under pressure.
• Strong ability to grasp/comprehend information quickly and ask probing questions effectively.
• Excellent organizational skills and the ability to prioritize requests and duties.
• Effective problem-solving and follow-through skills.
• Effective time management skills, detail-oriented and resourceful.
• Liaise with other Service Center and HR departments as appropriate.
• Must be able to work under pressure in a faced paced environment.
• Must handle extremely confidential and sensitive information.
• Must be adaptable and comfortable in an environment that changes frequently.
• Must have a high level of accountability/responsibility.
• Must exhibit strong work ethic and be self-motivated.
• Must be able to maintain confidentiality.
The Warner Bros. Entertainment Group of Companies is an equal opportunity employer and considers all candidates for employment regardless of race, color, religion, sex, national origin, citizenship, age, disability, marital status, military or veteran's status (including protected veterans, as may be required by federal law), sexual orientation, gender identity or any other category protected by law.