Job Description Customer Support Administrator - DAL0021G

US-TX-Dallas

Job summary

 

As Customer Support Administrator, you'll provide call center assistance to Americas People Team (APT) field members, other Ernst & Young personnel, and external parties, handling inquiries about Human Resources (HR) transactions. You'll carry out all verbal and written communications in a diplomatic, confidential, tactful and professional manner, even in challenging circumstances. 

 

Responsibilities

• Perform duties and responsibilities with direct supervision, in accordance with department policies and procedures
• Provide call center support to APT, other Ernst & Young personnel, and external parties, for HR transactions
• Resolve simple issues, and escalate calls to leaders as appropriate
• Document inquiries and resolution status
• Identify processing and/or HR Shared Services Center (HRSSC) issues, and suggest ways to overcome these
• Help with special projects as requested
• Meet production volume and quality standards, as outlined by department management
• Understand the firm's business, structure, and HRSSC operations
• Understand the dependencies that exist with other HR departments
• Prioritize assignments, with help from leaders
• Give leaders recommendations on how to overcome barriers
• With direction, provide research and analysis, and document transactions, following standard HRSSC procedures
• Understand the expectations of customers, and delivers service that exceeds customer's needs, within department guidelines

 

Knowledge and skills requirements

• Ability to exhibit sound judgment and experience in applying concepts and guidelines
• Competent at following through on commitments, and taking responsibility for results
• English language skills - effective written and verbal communication, with an emphasis on professionalism, confidentiality, tact and diplomacy
• confident at working effectively with others within the HRSSC, field APT, and other Ernst & Young personnel and external parties
• Proficient with the use of standard technology including Microsoft Windows, Excel, Word, Lotus Notes, intranet, case management tools/tracker, Call Center tools, and other APT related applications
• Adept at resolving clients' needs to deliver quality service

  

Experience

• A minimum of 1-3 years related work experience
• Experience with HR functions preferred
• Customer service call center experience preferred

 

Education

• High School diploma, or equivalent training and work experience 

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