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Customer Service Representative

2 months ago

Cary, North Carolina, United States ABB Full time
Employee Support Specialist (Spanish Speaking Preferred)

At ABB, we are committed to tackling global challenges. Our core values: care, courage, curiosity, and collaboration - alongside a strong emphasis on diversity, inclusion, and equal opportunities - drive our mission to empower individuals to develop sustainable solutions. Contribute to the next chapter of your ABB journey.

This position reports to

Contact Center Manager

Your role and responsibilities

As an Employee Support Specialist, you will be an integral part of the Functional Services, HR Operations team based in Cary, NC. Your responsibilities will encompass service processes associated with the Employee Life Cycle, as well as providing customer service to our employees across the United States and Puerto Rico. You will collaborate closely with internal HR teams, managing inbound/outbound calls, addressing escalated issues, and responding to inquiries related to benefits, payroll, and general HR matters in a prompt and efficient manner. This role requires the ability to work a hybrid schedule out of the Cary, NC office. Your key responsibilities will include: - Delivering daily customer service via phone from 8:30am - 5:00pm EST M-F, ensuring timely and professional responses to client and internal inquiries, particularly concerning Benefits and Payroll. - Offering fundamental information/guidance regarding policies and procedures, payroll, compensation, benefits, performance management, and employment verification through phone (helpdesk), ticketing systems, or emails. - Collaborating with Talent Acquisition, Compensation, Benefits, Payroll, Mobility, and Employee Life Cycle teams in the US and PR. - Maintaining an organized workflow by effectively monitoring and following up on all assigned items, ensuring issues are resolved and closed with clients. - Preference will be given to candidates who are bilingual in Spanish to assist with inquiries, although this is not a requirement for the role.

Qualifications for the role
  • A relevant associate degree with two years of customer service/case management experience or an equivalent combination of experience and education.
  • 1-3 years minimum of Payroll and Benefits experience.
  • 1-3 years minimum HR experience.
  • Fluent in English; bilingual is a plus.
  • Experience with HCM systems required, with SAP and/or Workday, Service-Now knowledge preferred.
  • Candidates must possess work authorization that allows them to work for ABB in the US.
More about us

In ABB HR, our mission is to ensure ABB stands out in terms of our people - from leadership, performance, and talent management to rewards and career development. Our objective is to be an employer of choice and provide exceptional experiences throughout the employee lifecycle. We value individuals from diverse backgrounds. We look forward to receiving your application. For more information regarding Equal Employment Opportunity and Affirmative Action at ABB, please refer to our policies.