Employee Support Representative - Vancouver, Canada - Ledcor

Ledcor

Verified Company

Vancouver, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Location:
Vancouver, BC, Canada

Date Posted:
Feb 21, 2024

Job ID:
R18751

Job Status:
Full-Time

Description

Job Summary:
Ledcor are hiring an Employee Support Representative on a 6-month fixed term contract.

As part of our Employee Support Representative team, you will play a key role in supporting the delivery of full employee life cycle experiences across Ledcor.

In your new role you will be responsible for providing tier 1 customer service to employees, managers, other internal teams and external parties.

Your new position will see you address inquiries through various communication channels such as phone calls, chat messages, and written questions and act as the first point of contact for Employee Services.

When necessary, the Employee Support Representative will pass along the query to the other relevant teams, all while maintaining the communication with the employee throughout to ensure excellent service delivery.

We provide a competitive total compensation package, excellent training, benefits, and career growth potential with advancement opportunities within our diversified company.

Essential Responsibilities:
Call & Case Support (60%)

Answers questions from phone calls, cases (using ServiceNow), and chats that can be resolved using basic research, i.e., knowledge base articles, policies, or information in an employee record, or by leveraging other members in the employee services team.
Reviews cases to resolve them within established SLAs
Responds to and resolves cases that are still within the accountability of employee services, which other team members were unable to resolve
Monitor the HR fax mailboxes to ensure that any faxes coming in are addressed or if they can't be addressed, escalated, and sent to the correct person to action.

Workday & JDE Transactional Service Support (20%)

Review systemgenerated employment verification letters for accuracy and prepare appropriate letters when there is not an automated letter available, ensuring the information provided is correct and aligns with company policies and procedures.
Through verifying and updating employee records, you will review JDE and ensure employees employment status is updated and correct based on based on relevant criteria or business rules
Ensures all relevant information & codes are properly attached to the employee master record based on their requirements

Issues Identification & Escalation (10%)

Reports unexpected data/system behaviours and frequent employee or manager system questions to team lead to support continuous improvement and positive employee experience
Work closely with other Employee Support Representatives within the team to address and resolve issues through collaborating to identify the root cause of problems and determine the best course of action to ensure full resolution.

On-Call Support (10%)

Participate in a rotating oncall schedule to provide responses to calls outside regular working hours resolving or escalates them on a case by case basis otherwise, you will capture and log all details for response and resolution during regular working hours

Qualifications:

1+ years of service centre or equivalent human resources assistant experience preferred
Excellent customer service and service compliant resolution skills
Strong communication and listening skills to deliver messages in a clear and compelling manner
Excellent attention to detail, with a high level of precision of data and accuracy in any deliverables
Ability to work efficiently in a high demand, team oriented, and fastpaced environment
Flexible with the ability to adapt to the changing needs of the organization
The ability to maintain confidentiality
Strong sense of urgency as part of daily work style
Excellent time management and organizational skills
Experience with Workday and JD Edwards is an asset

Working Conditions

Remote, work from home with 1 day per month in the office
Shift times: 8 hour shift between 6am 6pm PST

Additional Information:
Company Description

The Ledcor Group of Companies is one of North America's most diversified construction companies. Ledcor is a company built on a rich history of long-standing project successes.

But when you work for Ledcor, your experience will go far beyond the project. Do you want a career that means more? Join our True Blue team now

Employment Equity

At Ledcor we believe diversity, equity, and inclusion should be part of everything we do. We are proud to be an equal-opportunity employer.

All qualified individuals, regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or any other identifying characteristic are encouraged to apply.

Our True Blue team consists of individuals from all backgrounds who contribute diverse perspectives and experiences to Ledcor. We are committed to continuing to build on our culture of empowerment, inclusi