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.
Bring your passion for Human Resources to Ledcor and join our True Blue team by applying for this job today! The role will require you to attend local offices (Edmonton) on Thursdays.
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 system-generated 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 on-call 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 fast-paced 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: 7AM - 4PM MST
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. For more information about Ledcor’s Inclusion and Diversity initiatives, please visit our I&D page. Adjustments will be provided in all parts of our hiring process. Applicants need to make their needs known in advance by submitting a request via email.
