DESCRIPTION

Job summary
The ERC team is dedicated to customer response and provides a variety of HR services via phone, case management, chat, and web-based self-service. The ERC Specialist plays a critical role in customer issue resolution, as well as the continuous learning and improvement of the larger ERC organization.

ERC Sr Admin are subject matter experts who handle the most complex cases. They apply their deep functional knowledge combined with their excellent judgement skills to make decisions about the best course of action in ambiguous cases where the correct path is unclear. They are relentlessly customer obsessed and do whatever is necessary to drive the best customer experience. They demonstrate ownership in everything they do, including owning issues to resolution, owning the customer experience that ERC provides, and owning the larger success of the ERC organization. They have a relentlessly high bar and help to create the best processes and experiences for our customers. They work with leadership to identify and close gaps in our service, including learning gaps and broken processes. They work with Front-line to build up their knowledge, improve their resources, and help them provide the best service possible to our customers. They are role models and help grow the next layer of ERC experts. They work closely with our partner teams, creating and maintaining positive working relationships

Key job responsibilities
* *Take employee calls, cases and chats that are transferred to them by ERC* *Associates* *in a contact center environment.*
* *Team members gain HR Generalist knowledge at the Specialist level, as well as subject matter expertise within one functional area (e.g., Payroll, Financial Benefits, Health & Welfare Benefits, Talent Management & Compensation, Employee Life Cycle, etc.)*
* *Take ownership of complex and escalated cases. They conduct extensive research and use their subject matter expertise to drive the right solution. They advocate for their customers and* *escalate issues as necessary to ensure quick resolutions**.*
* *Recommend changes to policies, SOPs, FAQs, scripts, and training to assist Front-line in the resolution of contacts.*
* *Attend Front-line meetings to share best practices and assist in the ongoing learning and development of their Front-line teammates.*
* *Document each contact, including reason for contact, root cause, information provided, and resolution.*
* *Promote customer use of self-service options whenever they are available.*
* *Respond to the need for self-service options and propose solutions to management.*
* *Escalate high impact/mass issues to management.*

About the team
ERC is Employee Resource Center which caters Amazon Employees requests via various mediums.

BASIC QUALIFICATIONS

* 3+ year as HR Generalist or Contact Center in a corporate environment or ERC experience.
* Proven ability to manage customer contacts in a fast-paced environment
* Schedule flexibility, including weekends
* Track record of exceeding operations KPI, such as Quality Assurance (QA)
* Superior attention to detail.
* Strong research and Root-Cause Analysis
* Must have a consistent record of exceeding KPI expectations.
* Exemplify high judgement.
* High degree of process knowledge.
* Demonstrated ability to independently problem-solve.
* Proven experience working cross-functionally to solve complex problems.
* Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards.
* Excellent interpersonal skills with the ability to communicate at all levels within and outside the organization.

PREFERRED QUALIFICATIONS

* +3 years of Customer Service experience
* A completed Bachelor’s Degree from an accredited university or +1-year experience in the ERC
* Basic US legislation knowledge pertaining to HR & Labor
* Third Language proficiency is an added advantage (Spanish, French, Italian, Portuguese or German)
* Proven ability to identify process defects, make recommendations for process improvements, and implement process improvements
* Intermediate level of Excel and numerical skills
* Experience working with senior leaders.