Description
Position Description:
This position is responsible for receiving all incoming customer requests for the Accounting Business Services Payroll Operations group via telephone, email, web request/walk-in, interoffice mail, or through management escalations. The position will support Turner; Time Warner Corporate and Time Warner ESI populations. The Customer Care Advisor must be able to competently consult with customers in order to determine the best action for meeting their request or resolving their issue. This service will require an analytical skill set as well as a thorough knowledge of on-line applications from both the user and the support perspective. In an effort to provide a higher level of service and support, the Customer Care Advisor will be required to continuously learn about Turner; Time Warner Corporate and Time Warner Corporate ESI and their activities by building and maintaining customer relationships that are designed specifically to meet business unit requirements for services. A sense of urgency and customer service is required in order to meet the customer response goals of the Customer Care organization.
45% of duties include:
Field inbound Payroll related telephone calls, emails, web requests, assist walk-in customers, record the critical information and provide consulting services to customers in all areas related to Payroll. Analyze the request and research the details of each request in order to quickly and accurately resolve or route the request to the appropriate Payroll Operations area for escalation.
20% of duties include:
Accurately track requests for services by using Remedy. Follow up on any open items daily and escalate to management as necessary. Maintain full responsibility to the customer for resolution and follow up of each Remedy request.
25% of Duties include:
Support on-line applications such as Remedy Web Requests, PeopleSoft HCM Time and Labor, W2 Reprints, any other on-line applications used by Turner Payroll Operations. Strong analytical skills will be required in order to understand each application and to assist customers in using the product and in resolving customer issues. Appropriate escalation to technical support may be necessary after completing a series of troubleshooting steps.
10% of duties include:
Facilitate special requests for payment and distribution for Payroll. Execute stop payments and resolve check inquiries for Payroll. This requires attention to detail and an understanding of the internal policies and processes