OverviewThe Employee Service Team (ESC) Specialist is responsible for maintaining the integrity of employee data and promptly addressing inquiries and requests related to employee information, changes, and reporting. The ESC Specialist is expected to show optimal customer service when providing administrative support to employees and works closely with the HR and Payroll teams to facilitate the Hire-to-Retire process.ResponsibilitiesWhat You’ll Do:* Processes payroll for over 200 employees, including union employees* Performs calculations in overtime, vacation, union contributions and sick time* Prepares reports that include summaries of earnings, tax deductions and union dues* Resolves payroll discrepancies and responds timely to employee queries* Provides initial resolution support and ensures prompt, accurate, and consistent handling of inquiries via ticketing system, phone, and face-to-face engagement* Manages and resolves moderate employee and manager inquiries* Processes employee data changes related to payroll, benefits, unemployment, child support garnishment orders, PTO, employment verifications, job changes, salary, terminations, org-level changes, and HR transactions* Provides aid and guidance to employees seeking to update personal information in MyHR* Reassigns tickets via the cloud-based ticketing system to ensure inquiries are addressed by the appropriate departments* Escalates issues and complex inquires promptly to ESC Manager* Prepares weekly and monthly Employee Service Center (ESC) reporting* Partners with subject matter experts to resolve specific inquiries that require further research and knowledge* Adheres to ESC’s Service Level Agreement (SLA) to ensure optimal customer service is consistently achievedQualificationsMore About You:Skills Required:* Excellent written and verbal communication skills* Ability to meet strict deadlines* Shows integrity, discretion, and sensitivity to confidential data* Solution-oriented, organized, and highly attentive* Ability to work in a fast paced and constantly changing environment* Adaptable to new ideas and ways of accomplishing tasks and projects* Ability to research, interpret, and reconcile data* Previous experience with employee data or HRIS functionsOther Requirements:* Bachelor’s degree in Finance or related field* 2+ years of HR, Payroll, or data processing work experience* 1+ year of customer service related work experience* Union experience preferredSoftware & Systems:* UKG (Ultimate)* Zendesk Ticketing System* Google SuiteAbout UsAudacy, Inc. (NYSE: AUD) is a leading multi-platform audio content and entertainment company with the country’s best collection of local music, news and sports brands, a premium podcast creator, major event producer, and digital innovator. Audacy engages 200 million consumers each month, bringing people together around content that matters to them. Learn more at www.audacyinc.com, Facebook (Audacy Corp) and Twitter (@AudacyCorp).EEOAudacy is an Equal Opportunity and Affirmative Action Employer. Audacy affords equal employment opportunity to qualified individuals regardless of their race, color, religion or religious creed, sex/ gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, ancestry, age (over 40), physical or mental disability, medical condition, genetic information, marital status, military or veteran status, or other classification protected by applicable federal, state, or local law, and to comply with all applicable laws and regulations. Consistent with our commitment to equal employment opportunity, we provide reasonable accommodations to qualified individuals with disabilities who need assistance in applying electronically for a position with Audacy, unless doing so would impose an undue hardship. To request a reasonable accommodation for this purpose, please call 1-610-###-####. Please note that this phone number is to be used solely to request an accommodation with respect to the online application process. Calls for any other reason will not be returned. Reasonable accommodation requests are considered on a case-by-case basis.Responsibilities What You’ll Do: – Processes payroll for over 200 employees, including union employees – Performs calculations in overtime, vacation, union contributions and sick time – Prepares reports that include summaries of earnings, tax deductions and union dues – Resolves payroll discrepancies and responds timely to employee queries – Provides initial resolution support and ensures prompt, accurate, and consistent handling of inquiries via ticketing system, phone, and face-to-face engagement – Manages and resolves moderate employee and manager inquiries – Processes employee data changes related to payroll, benefits, unemployment, child support garnishment orders, PTO, employment verifications, job changes, salary, terminations, org-level changes, and HR transactions – Provides aid and guidance to employees seeking to update personal information in MyHR – Reassigns tickets via the cloud-based ticketing system to ensure inquiries are addressed by the appropriate departments – Escalates issues and complex inquires promptly to ESC Manager – Prepares weekly and monthly Employee Service Center (ESC) reporting – Partners with subject matter experts to resolve specific inquiries that require further research and knowledge – Adheres to ESC’s Service Level Agreement (SLA) to ensure optimal customer service is consistently achieved
Associated topics: assistance, information technology support, network, patient, service, support analyst, technical support specialist, technician, technician ii, technician iii