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**Job Description** :
**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 $19.61-$25.99 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
**Compensation Information** :
The compensation offered to a candidate may be influenced by a variety of factors, including the candidate's relevant experience; education, including relevant degrees or certifications; work location; market data/ranges; internal equity; internal salary ranges; etc. The position may also be eligible to receive an annual bonus, commission, and/or long-term incentive plan based on the level and/or type. Compensation ranges for the position are below:
**Pay Type** :
Hourly
Minimum Pay Range:
$19.61
Maximum Pay Range:
$25.99
**Benefits Information** :
**For all Full-time positions only** : 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.
For more information about benefits, click here ( to download the comprehensive benefits summary.
Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace.
All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
Security Notice for Applicants:
Ryder will only communicate with an applicant directly from a [@ryder.com] email address and will never conduct an interview online through a chat type forum, messaging app (such as WhatsApp or Telegram), or via an online questionnaire. During an interview, Ryder will never ask for any form of payment or banking details and will never solicit personal information outside of the formal submitted application through .
Should you have any questions regarding the application process or to verify the legitimacy of an interview or Ryder representative, please contact Ryder at
[email protected] or 800-793-3754.
**Current Employees** **:**
If you are a current employee at Ryder, please click here ( to log in to Workday to apply using the internal application process.
_Job Seekers can review the Job Applicant Privacy Policy by clicking here ( ._
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