Employee Service Associate
Warner Bros. Entertainment Group
Burbank, CAThis was removed by the employer on 7/31/2018 11:27:00 AM PST
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Full Time Job
What part will you play?
We are currently seeking a Employee Service Associate for the HR Services Contact Center. HR Services (HRS) Contact Center serves as the primary contact for employees' basic needs. This position will support routine questions, including issue resolution, transactional processing & administrative support for HR, Payroll, Workforce Administration, HRIS and other teams. Specific responsibilities include:
• Providing excellent customer service including responding 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, accurately process, record, close or escalate transactions in accordance with established service level agreements, process transactions, and 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 (no call) departmental tasks including report reviewing and reconciliation, data entry updates, mailing, filing, sending correspondence, sorting and routing incoming mail.
• Providing 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, and make recommendations to update documentation as changes to policy and process occur, support update process.
What do we require from you?
• High School diploma or GED.
• Previous experience working in a call center, can demonstrate strong customer service orientation, ability to diffuse difficult situations and confident phone etiquette.
• 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.
• Identifies continuous improvement opportunities (Processes, service, technology) and recommends solutions to increase productivity.
• Perform required tasks in accordance within service level agreements (SLA's).
• Liaise with other Service Center and HR departments as appropriate.
Bonus points for:
• Previous experience with payroll, benefits and Human Resources.
• Knowledge of HR and employee policies, programs, concepts and terminology.
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 Warner Media 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.