Employee Service Center (ESC) Representative

Sanford Health•Sioux Falls, SD

7d•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 role involves quickly assessing case complexity, providing resolutions, or facilitating escalations to leads, Supervisors, or Centers of Expertise (COEs). A key aspect is ensuring positive and consistent customer experiences through empathy, patience, and efficiency, while also promoting self-service options and providing end-user support for Human Resources systems. The representative will leverage knowledge management and case management systems, highlight opportunities for improvement, and ensure compliance with corporate data administration rules, data security standards, and HR policies and procedures.

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

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.