| HR ESC Customer Contact Specialist - Philadelphia, PA
Job Description
HR Employee Shared Service Center
Position Description:
This position contributes to the mission and vision of Comcast by serving as the main HR point of contact for all Comcast employees. The HR Representative provides quality initial support services with a high degree of customer satisfaction, expertise and timeliness to all Comcast employees. This includes evaluating and analyzing the employee request/concern, quickly interpreting the situation, determining the appropriate resolution and or escalation, and communicating the resolution and escalation to the customer consistent with service level agreements.
Job Duties:
Provides initial support and additional follow-up to Comcast employees for all HR related inquires. Supported areas include, but are not limited to: Benefits, Recruitment, Compensation, HRMS, Worker's Compensation, Learning, Payroll, etc.
Maintains knowledge of organization and departmental policies and procedures. Provides consultation to employees related to HR operations and policy.
Respond to questions, concerns, and complaints in compliance with Service Level Agreements
Maintains knowledge of all Tier 1 related questions in order to provide excellent customer service to employees while maintaining confidentiality
Acts as the customer advocate for HR by representing the services in a positive manner. Proactively escalates issues on the customer behalf to ensure the timeliest service.
Utilizes the automated call center management system to document details of inquires to include: transaction type, troubleshooting steps, knowledge base management, and steps taken to meet the customer's request.
Identifies trends which need additional attention and/or clarification and report these issues to the Customer Contact Manager
Exercises independent judgment and provides excellent customer service
Demonstrate work practices consistent with Comcast and department-specific safety and security policies.
Job Requirements
Education/Experience:
Required: A minimum of one year experience in Human Resources
Preferred: A Bachelor's Degree in Human Resources or related field
Knowledge and Skills:
Must demonstrate the ability to accurately type 30-50 wpm. Computer and PC utilization skills, including e-mail, are required. Knowledge of call tracking system, SAP HCM, and Microsoft Office products to include Microsoft Access is preferred. Knowledge of office equipment is required. Excellent interpersonal skills and telephone usage skills are required. Candidate must demonstrate excellent organizational skills, ability to work independently, and maintain confidentiality.
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