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The Employee Services Representative II is responsible for second level triage of transferred calls from Tier 1 OR be the first point of contact for specialized inquires, as well as process transactions that need specialized knowledge and / or subject matter expertise. Operating in a fast-paced office environment, illustrating confidence in handling inbound or transferred customer service calls. Ability to work in a team environment, displays critical thinking skills and able to problem solve while providing superior customer support and HR subject matter expertise.
Receive incoming escalation calls from Tier 1 ContactCenter Representatives, and from customers needing specialized assistance
Process complex transactions, performing investigations escalated from /by Tier 1 Data Admin. Reps
Resolve escalated telephone calls from Tier 1 support in a timely manner
Diagnose and resolve critical transaction issues with the highest level of accuracy, accountability and reliability
Exhibit positive attitude while communicating with all internal and external customers
Must be flexible to work extended hours during the week basedon volume, and possibly into the weekend, if required
Extensive phone and email communications, with ability to multi-task
Develop deep expertise and specialized knowledge in functional area to aid customer escalation calls
Work independently under the direction of EmployeeServices OperationsManager
Monitor work queues
Identify areas for continuous improvement
Required to meet productivity and accuracy standards as required
Cross-train on other duties as assigned by management
Flexibility to work overtime / extended hours, if required, in order to support operations during high-volume periods
Facilitate the leave of absence process Company-wide. Perform individualized leave assessments, resolve issues, and escalate cases as appropriate.
Monitor work queues appropriately and prioritize cases as required. Manage extensive phone, email, and case management communications with employees and managers, with the ability to multitask across cases.
Process and approve leave transactions in Workday (requests, returns, modifications) accurately and quickly.
Maintain information/documentation in case management system to track and ensure accurate and timely case management.
Provide counseling and coaching for managers and employees around taking leave, types of leave and eligibility, as well as modifying leaves to ensure a smooth transition and leave process.
Performs other duties as assigned.
Associate's degree preferred
Bachelor's degree preferred
Two (2) years or more in functional service area (i.e.Separations, Benefits, Leaves, Global Mobility, Payroll, ER / LR, etc.) required
Two (2) years or more relevant work experience (i.e.processing mass data uploads, payroll, organizational changes, etc.) required
Job Category: HR Compliance
Ryder is an equal opportunity employer. We value Diversity and Inclusion in the workplace and encourage all qualified candidates to apply including women, visible minorities, aboriginals and persons with disabilities.
In accordance with our commitment to diversity and inclusion, Ryder welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruitment, selection, and assessment process. Should you require an accommodation, please inform the Human Resources representative of the nature of the accommodation requested so that we may discuss your needs with you. If you require assistance in order to apply please contact us at 905-302-3924.
Ryder est un employeur offrant l’équité en matière d’emploi. Nous valorisons la diversité et l’inclusion en milieu de travail et nous encourageons tous les candidats qualifiés à postuler, y compris les femmes, les minorités visibles, les autochtones et les personnes avec un handicap. (L'emploi du genre masculin dans ce texte ne se veut pas discriminatoire et n'a pour but que de l'alléger)
Conformément à son engagement envers la diversité et l'inclusion, Ryder accueille et encourage les candidatures de personnes handicapées. Des accommodements peuvent être proposés sur demande pour les candidats qui participent à toutes les sphères du processus de recrutement, de sélection et d'évaluation. Si vous nécessitez un accommodement, veuillez informer le représentant des ressources humaines de la nature de l'accommodement souhaité afin que nous puissions discuter de vos besoins avec vous. Si vous avez besoin d'assistance pour postuler, veuillez nous appeler au 905-302-3924.