Employee Service Associate
Warner Bros. Entertainment Group
Burbank, CAThis was removed by the employer on 6/1/2018 12:27:00 AM PST
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Full Time Job
What part will you play?
HR Services (HRS) Contact 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, HR Information Systems and other teams. Specifically, the responsibilities will include:
• Providing excellent customer service in response to inquiries via phone, email, fax or mail such as:
• Navigation support to customers on employee self-service and HR tools.
• Routing and escalating inquiries for advanced support through proper channels focusing on a seamless customer experience.
• Accurately process, record, close or escalate transactions in accordance with established service level agreements.
• Process transactions, collect required information or back up documentation from customers, which may include asking customers probing questions (e.g. asking for additional information, or backup documentation etc.)
• Performing and tracking administrative departmental tasks including report reviewing and reconciliation, data entry updates, mailing, filing, sending correspondence, sorting and routing incoming mail.
• Identifying and proposing new ideas to resolve problems and improve productivity (i.e. continuous improvement efforts).
• Maintaining broad knowledge of policies and procedures as well as make recommendations to update documentation as changes to policy and process occur.
What do we require from you?
• High School diploma or GED.
• Strong customer service orientation, ability to diffuse difficult situations, probe for additional information and confident phone etiquette.
• Strong knowledge of Microsoft office.
• Perform required tasks in accordance within service level agreements (SLA's)
- Bonus points for:
• Previous experience with payroll, benefits and Human Resources.
• Knowledge of HR and employee policies, programs, concepts and terminology.
• Previous experience working in a call center.
• Previous experience with Workday (HR System) or case management system.
• Ability to evaluate, analyze data and any eye towards trending and root cause analysis.
• Identifies continuous improvement opportunities (Processes, service, technology) and recommends solutions to increase productivity.
But Wait, There's More!
• Medical, dental, vision coverage, competitive paid time off and competitive company-matching 401K plan.
• Warner Bros. Learning Network to help develop and navigate your career.
• Impact, the Warner Bros. Giving Program, which provides ways for you to support the communities in which we live and work.
• Part of the Time Warner family which includes brands like HBO, TBS, TNT and Cartoon Network.
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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.