Employee Support Representative

Description

As an Employee Support Representative (ESR), you will be responsible for providing tier 1 customer service to employees, managers, and various external parties through various systems. As the first point of contact to employee services, you will address inquiries through various communication channels such as phone calls, email, SMS, and written questions.

We are committed to the long-term success and wellbeing of our employees. Our total rewards package is designed to provide compensation and benefits programs that support your health, wellness, and financial security. Including items such as competitive salaries and profit-sharing program; exceptional health, dental, vision plans, life and disability coverages; comprehensive retirement plans, generous vacation and leave, family support benefits, mental health resources, and more.

Bring you experience to Ledcor and join our corporate team in Vancouver, BC or Edmonton, AB. Apply today!

Essential Responsibilities:

• Answers questions from phone calls, cases, email and SMS 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 ES team
• Reviews cases to resolve them within established SLAs. Resolves cases that can be answered by available policy or knowledge base, escalates to other teams when escalation path is defined (e.g., assign all T4 reissue requests to payroll)
• Responds to and resolves cases that are still within the accountability of employee services, which the ESR were unable to resolve
• Monitors 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
• Reviews system-generated employment verification letters for accuracy and prepares appropriate letters when there is not an automated letter available, ensuring the information provided is correct and aligns with the company policies and procedures
• Ensures employees in the JDE system are in the appropriate status by verifying and updating employee records to reflect the correct employment status based on relevant criteria or business rules
• Collaborates with other ESRs to identify the root cause of problems and determine the best course of action to ensure full resolution
• Participates in a rotating on-call schedule to provide responds to calls outside regular working hours

Qualifications:

• 1-year relevant Service Delivery experience or equivalent combination of education and experience
• 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
• Has the ability to maintain confidentiality
• Strong sense of urgency as part of daily work style
• Excellent time management and organizational skills

Compensation

Work Conditions:

• This role is a hybrid position with the mandatory requirement to go to the office at least once a week.
• Shift Cycle:
• Edmonton shift would be 7am-4pm PST
• Vancouver shift would be 9am-6pm PST

This is the expected base pay range for this role. Individual base pay will be determined based on a variety of factors including experience, knowledge, skills, education and location.

Our competitive total rewards package provides compensation and benefits that support your physical, mental and financial wellbeing. We offer exciting, challenging work with opportunities to develop your skills and knowledge.

Additional Information

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.

Our workplace culture has been recognized as one of Canada’s Best Diversity Employers, Canada’s Most Admired Corporate Cultures, and a Top 100 Inspiring Workplace in North America.

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, inclusion and belonging.

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. For more information about Ledcor’s Inclusion and Diversity initiatives, please visit our I&D page.

1055 West Hastings St, Vancouver, BC