Employee Services Representative II

3 weeks ago

Concord, United States Ryder System, Inc. Full time

RyderEmployee Services Representative II - REMOTE

Concord, NH, 03302, USA

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Summary

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 or transactions that need specialized knowledge and / or subject matter expertise (including, but not limited to areas such as: I-9 compliance, Pre-employment services, Unemployment Insurance claims, Immigration Services, Leave Administration, Drug and Alcohol program, HR Compliance, compliance with collective bargaining agreements, HR knowledge administration, or on-site HR support). Operating in a fast-paced environment, illustrating confidence in handling inbound/direct or transferred calls/cases. 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.

Essential Functions

Receive incoming escalation calls from Tier 1 Contact Center Representatives, or from internal customers needing specialized assistance for the functional area(s) assigned

Process complex transactions, diagnose and resolve critical issues with the highest level of accuracy, accountability and reliability

Extensive phone, email as well as in-person communications, with ability to multi-task

Monitor work queues and work independently under the direction of the Manager

Exhibit positive attitude while communicating with all internal and external customers

Develop deep expertise and specialized knowledge in functional area to aid customer escalation calls

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

Additional Responsibilities

Performs other duties as assigned.

Skills and Abilities

Attention to detail, strong written and verbal communication skills, and efficiency in responding to written messages through a computer system

Technological literacy and mastery of navigating web browsers and basic office software such as Outlook and Word

Ability to manage multiple assignments and tasks, set priorities, and adapt to changing conditions and work assignments

Strong communication, organization, time management skills, and functional expertise (its, compensation)

Time management

Excellent collaboration and team building skills

Proficient in Microsoft Office environment intermediate required

Qualifications

Associate's degree preferred

Bachelor's degree preferred

Two (2) years or more in functional service area (. Separations, Benefits, Leaves, Global Mobility, Payroll, ER / LR, required

Two (2) years or more relevant work experience (. processing mass data uploads, payroll, organizational changes, required

Proficient in Microsoft Office environment intermediate required

Travel: None

DOT Regulated: None

Applicants from California, Colorado, Connecticut, Hawaii, New Jersey, New York, Washington State:

Salary is determined based on internal equity; internal salary ranges; market

data/ranges; applicant’s skills; prior relevant experience; certain degrees or

certifications, etc.

The pay for this position ranges from $21.64-$28.68 an hour.

Ryder offers comprehensive health and welfare benefits, to include medical,

prescription, dental, vision, life insurance and disability insurance options, as well as

paid time off for vacation, illness, bereavement, family and parental leave, and a tax advantaged 401(k) retirement savings plan

Job Category: HR Compliance

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