Employee Service Center (ESC) Representative

Sanford Health•Sioux Falls, SD

1d•Onsite

About The Position

Sanford Health, the largest rural health system in the United States, is dedicated to transforming the health care experience and providing access to world-class health care in America’s heartland. The Representative of the Employee Service Center will provide effective and efficient responses to inquiries from Sanford employees, candidates, contractors/vendors, retirees, dependents, beneficiaries, etc. regarding Human Resources and payroll policies and procedures.

Requirements

High school diploma or equivalent preferred
A minimum of one year experience in providing customer service.
Entry level knowledge of general Human Resources transactions.
Working knowledge of Human Resources Service center operations.
General computer skills including the ability to use the range of Microsoft products (i.e., MS Office, Outlook/Exchange).
General organizational and problem solving skills.
Ability to deliver high quality customer service consistently in a professional manner.
Ability to follow strict policy guidelines.
Ability to deal effectively with dissatisfied customers.
Strong communication skills.
Ability to deal with ambiguity.
Flexibility to accommodate staff scheduling changes.
Strong customer service focus.
Strong interpersonal and listening skills.
Ability to handle multiple customer requests in a timely manner.
Attention to detail (particularly with entering data).
Ability to follow standard operating procedures and scripts.

Nice To Haves

Bachelor's degree is preferred.

Responsibilities

Quickly assess the level of complexity of cases and provide resolution or facilitate escalation of phone calls and/or cases to a lead, Supervisor, or Center of Expertise (COEs) as needed.
Ensure positive, consistent customer experiences by striving for excellence in understanding specific requests while showing patience, empathy, compassion, and sincerity, while streamlining service delivery, and identifying next steps.
Partner with other HR Departments and payroll as needed to coordinate on inquiries requiring transaction processing.
Promote the usage of self-service to employees as appropriate.
Provide end-user support for employees interacting with Human Resources systems including navigational questions, basic system issue resolution (e.g., self-service), and escalation as applicable.
Guide customers in the effective use of self-service to submit inquiries, update personal data, manager separations, and research Human Resources policies and procedures.
Leverage the knowledge management and case management systems to effectively respond to, document, and monitor inquiries.
Highlight opportunities to address common improved knowledge management system content and improved case management methodologies.
Ensure compliance with all corporate data administration rules, data security standards, as well as Human Resources policies and procedures.
Follow all Employee Service Center policies, processes, and guidelines.