Employee Service Center Coordinator
About The Position
The Employee Service Center (ESC) Coordinator is a primary point of contact for employees, managers, and HR stakeholders, providing professional, timely, and accurate support for a broad range of human resources inquiries and transactions. The coordinator delivers a high-quality customer service experience while ensuring compliance with company policies, maintaining data integrity, and supporting efficient HR operations. The role supports inquiries and transactions across HR policies and procedures, benefits, payroll, training, wellness programs, open enrollment, onboarding, Workday, and employment-related processes. It also manages service cases and contributes to service improvements and operational reporting. The position is based at 626 Washington Place, Pittsburgh, Pennsylvania 15219.
Requirements
- High school diploma or GED.
- Excellent written and verbal communication skills.
- Excellent customer service skills.
- Excellent organizational, analytical, and interpersonal skills.
- Detail-oriented.
- Ability to work and multitask in a fast-paced environment.
- Intermediate-level MS Word skills.
- Intermediate-level MS Excel skills.
- Basic-level MS PowerPoint skills.
- Legally authorized to work in the United States; employment-based visa sponsorship is not provided.
Responsibilities
- Serve as the primary point of contact for employees and managers seeking HR support through phone, email, ticketing systems, and other service channels.
- Provide accurate information and guidance on HR policies, procedures, programs, benefits, payroll, and employment-related processes, ensuring consistent application of company practices.
- Resolve routine employee inquiries independently and escalate complex issues to appropriate HR subject matter experts.
- Support HR transactions and employee data updates, ensuring accuracy, completeness, compliance, and data integrity in HR systems and records.
- Assist employees and managers with Workday navigation, self-service tools, transaction support, learning resources, and system access issues.
- Provide general support for benefits, payroll, training, wellness programs, open enrollment, and other HR services; process employment verifications and unemployment compensation claims.
- Support new-hire onboarding by providing information, answering questions, and helping ensure a positive onboarding experience.
- Manage cases using established service management processes, documenting interactions, tracking requests, monitoring progress, and ensuring timely resolution.
- Maintain confidentiality of employee information and handle sensitive matters professionally and discreetly, in accordance with company policies and legal requirements.
- Identify service trends, knowledge gaps, and process improvement opportunities; contribute to self-service resources, standardization, and continuous improvement initiatives.
- Compile and run monthly and quarterly operational dashboards tracking ESC key performance indicators and provide actionable insights on inquiry trends.
- Perform other related duties and projects as assigned.
- Serve as a risk manager by understanding, reporting, responding to, managing, and monitoring risks encountered in daily work, as required by the company's risk management program.
- Comply with regulatory laws, guidelines, and company procedures.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
