Employee Service Center (ESC) Representative

Sanford Health•Sioux Falls, SD

9d•$18 - $28•Onsite

About The Position

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. The Representative will 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. They will 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. The role involves partnering with other HR Departments and payroll as needed to coordinate on inquiries requiring transaction processing and promoting the usage of self-service to employees as appropriate. Additionally, the Representative will provide end-user support for employees interacting with Human Resources systems, including navigational questions, basic system issue resolution, and escalation as applicable. They will guide customers in the effective use of self-service to submit inquiries, update personal data, manager separations, and research Human Resources policies and procedures. Leveraging the knowledge management and case management systems to effectively respond to, document, and monitor inquiries is key, as is highlighting opportunities to address common improved knowledge management system content and improved case management methodologies. The role requires ensuring compliance with all corporate data administration rules, data security standards, as well as Human Resources policies and procedures, and following all Employee Service Center policies, processes, and guidelines.

Requirements

High school diploma or equivalent preferred; bachelor's degree is 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.
Strong communication skills.
Ability to deal with ambiguity.
Flexibility to accommodate staff scheduling changes.
Strong customer service focus.
Strong interpersonal and listening skills.

Responsibilities

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.
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.
Deliver high quality customer service consistently in a professional manner.
Follow strict policy guidelines.
Deal effectively with dissatisfied customers.
Handle multiple customer requests in a timely manner.
Enter data with attention to detail.
Follow standard operating procedures and scripts.