Employee Resource Center (ERC) Specialist I

HCM Unlocked•Boca Raton, FL

18h

About The Position

The Employee Resource Center (ERC) Specialist I is a client-facing role responsible for delivering timely, accurate, and high-quality support to employees across multiple client organizations. This role serves as the first point of contact for employee inquiries and is critical to ensuring a consistent, professional employee experience. The ERC Specialist I combines contact center best practices with foundational Human Capital Management (HCM) knowledge to triage and resolve inquiries related to HRIS systems, payroll, benefits, and company policies. This position is ideal for individuals who thrive in a fast-paced, service-oriented environment and take pride in responsiveness, accuracy, and employee support.

Requirements

High school diploma or equivalent required
0 2 years of experience in a contact center, customer support, or HR support role
Strong communication skills with a customer-first mindset
Ability to manage multiple priorities in a fast-paced environment
High attention to detail and organizational skills
Comfort navigating multiple systems simultaneously

Nice To Haves

Associate ’s or Bachelor ’s degree in Human Resources, Business Administration, or related field preferred
Experience supporting multi-state or multi-client environments is a plus
Experience with ticketing systems such as Zoho Desk
Experience with phone systems such as RingCentral
Exposure to HR processes or HRIS platforms (Paylocity, ADP, Paycom, UKG, etc.)
Bilingual (English/Spanish) strongly preferred

Responsibilities

Serve as the first point of contact for employee inquiries via phone, email, and ticketing systems
Respond to and manage inquiries across multiple clients while maintaining quality and consistency
Triage and resolve inquiries related to: HRIS navigation and access
Triage and resolve inquiries related to: Payroll and paystub questions
Triage and resolve inquiries related to: Benefits enrollment and general plan information
Triage and resolve inquiries related to: PTO and leave-related questions
Triage and resolve inquiries related to: Policy and handbook clarifications
Accurately document and manage all interactions within the ticketing system (e.g., Zoho Desk)
Follow established SOPs and workflows to ensure compliance and consistency
Escalate complex or out-of-scope issues to internal partners (HR, Payroll, Benefits)
Maintain clear, professional, and empathetic communication with employees
Support updates to knowledge base content, FAQs, and internal documentation