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.

This is a 6-month contract opportunity, with extended health, dental & vision benefits. This position offers flexible work from home options. If you are looking for a career where you can make a real difference, join our Business Employee Services team in Edmonton, AB. Apply today!

Essential Responsibilities:

• Handles inquiries via phone, email, SMS, and cases, resolving issues using knowledge base articles, company policies, employee records, or support from the Employee Services (ES) team
• Reviews and resolves cases within established SLAs using available resources; escalates unresolved issues to the appropriate teams (e.g., routing T4 reissue requests to payroll)
• Addresses unresolved cases within Employee Services' scope that Employee Service Representatives (ESRs) could not resolve
• Monitors HR fax mailboxes to process incoming faxes or escalate them to the appropriate personnel when necessary
• Verifies the accuracy of system-generated employment verification letters and prepares custom letters when automation is not available, ensuring compliance with company policies
• Maintains accurate employee records in the JDE system by verifying and updating employment statuses based on business rules and relevant criteria
• Collaborates with ESRs to identify root causes of issues and implement effective solutions for full resolution
• Participates in a rotating on-call schedule to address inquiries outside regular working hours

Qualifications:

• 1-year of 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

Work Conditions:

• This role is a hybrid position with the mandatory requirement to go to the office at least once a week
• Working hours of 7am-4pm MST

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.

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.

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.

7008 Roper Road NW, Edmonton, AB