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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 (e.gbenefits, 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 (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

• 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

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 226-213-4040.

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 226-213-4040.

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