Employee Resource Center (ERC) Specialist I
hace 6 días
Boca Raton
Job Description Position Summary: The Employee Resource Center (ERC) Specialist I is a client-facing role responsible for delivering timely, accurate, and high-quality support to employees across multiple client organizations. This role serves as the first point of contact for employee inquiries and is critical to ensuring a consistent, professional employee experience. The ERC Specialist I combines contact center best practices with foundational Human Capital Management (HCM) knowledge to triage and resolve inquiries related to HRIS systems, payroll, benefits, and company policies. This position is ideal for individuals who thrive in a fast-paced, service-oriented environment and take pride in responsiveness, accuracy, and employee support. Essential Duties and Responsibilities: • Serve as the first point of contact for employee inquiries via phone, email, and ticketing systems, • Respond to and manage inquiries across multiple clients while maintaining quality and consistency, • Triage and resolve inquiries related to:, • HRIS navigation and access, • Payroll and paystub questions, • Benefits enrollment and general plan information, • PTO and leave-related questions, • Policy and handbook clarifications, • Accurately document and manage all interactions within the ticketing system (e.g., Zoho Desk), • Follow established SOPs and workflows to ensure compliance and consistency, • Escalate complex or out-of-scope issues to internal partners (HR, Payroll, Benefits), • Maintain clear, professional, and empathetic communication with employees, • Support updates to knowledge base content, FAQs, and internal documentation How You’ll Be Measured (KPIs): • SLA Adherence: Respond to new inquiries within 2–4 business hours, • Resolution Time: Maintain efficient turnaround times, with a goal of resolving most inquiries within 24 hours when appropriate, • Quality & Accuracy: Consistent, error-free documentation and responses aligned with SOPs, • Customer Satisfaction (CSAT): Deliver a positive, professional employee experience, • Ticket Management: Proper categorization, documentation, and closure of all inquiries Minimum Qualifications (Knowledge, Skills, and Abilities): • High school diploma or equivalent required; Associate’s or Bachelor’s degree in Human Resources, Business Administration, or related field preferred, • 0–2 years of experience in a contact center, customer support, or HR support role, • Strong communication skills with a customer-first mindset, • Ability to manage multiple priorities in a fast-paced environment, • High attention to detail and organizational skills, • Comfort navigating multiple systems simultaneously, • Experience supporting multi-state or multi-client environments is a plus Preferred Qualifications: • Experience with ticketing systems such as Zoho Desk, • Experience with phone systems such as RingCentral, • Exposure to HR processes or HRIS platforms (Paylocity, ADP, Paycom, UKG, etc.), • Bilingual (English/Spanish) strongly preferred Cognitive and Physical Requirements: • Ability to remain in a stationary position (sitting or standing) for extended periods while working at a computer, • Ability to operate a computer, phone system, and other office equipment continuously throughout the workday, • Ability to read, analyze, and interpret written information, including policies, procedures, and system data, • Ability to communicate clearly and effectively via phone, video, and written correspondence, • Ability to maintain focus, manage interruptions, and shift priorities in a fast-paced environment, • Ability to perform repetitive tasks with a high degree of accuracy and attention to detail Compensation & Benefits: The hourly rate for this position is $22. This range is based on relevant experience, skills, qualifications, and market data, and represents our good faith estimate at the time of posting. We offer a comprehensive benefits package including health insurance (medical, dental, vision, and life), voluntary benefits, pet insurance, retirement plan, and PTO. Our commitment to an inclusive workplace: HCM Unlocked is an Equal Opportunity Employer and committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities. HCM Unlocked participates in the E-Verify Employment Verification Program.