Agropur, Inc.
  • Human Capital
  • Appleton, WI, USA
  • Hourly
  • Full Time

Health, Dental, Vision, HSA/FSA plans; Life, Disability, and 401(k)

Agropur is looking for a Employee Service Center Representative.


Job Summary:

The Employee Service Center Representative is responsible for accurately resolving first level inquiries pertaining to Human Capital and Payroll (HC/P), while leveraging HC/P technologies and bridging to other HC/P functions.  The Employee Service Center Representative interacts on a daily basis with employees and managers from across the organization, as well as with external customers and with the different HC/P functions. Acting as the HC/P showcase, and by providing a courteous and efficient service, the Employee Service Center Representative has a direct impact on employee experience and HC/P results.


Essential Duties and Responsibilities:

  • Use procedures, policies, knowledge database, other reference materials to answer employees' general HC and payroll questions.
  • Help and coach employees to navigate through HC/P systems (Workday and Kronos) and continuously encourage self-service.
  • Answer a range of general questions of low and medium complexity levels regarding HC/P related issues (including compensation, benefits, pension, payroll and tax).
  • Escalate inquiries requiring specialist knowledge or additional research to applicable Centers of Expertise (COE) and/or hub (e.g., payroll, HC/P systems, analytics).
  • Redirect misplaced calls or emails to other parts of the organization as required (e.g., IT).
  • Document all inquiries and issues in the case management tool.
  • Proactively identify cases whenever possible (unusual calls/emails, trends or frequent customers) that require further documentation and process update from a continuous improvement perspective.
  • Participate in continuous improvement projects as required.
  • Manage administrative operations requiring local knowledge.
  • Work in close collaboration with the hub and support its operations when necessary.
  • Handle confidential information.
  • Interact with COE Advisors to escalate cases through the case management tool and Transactions Processing Specialists.
  • Interact with employees, managers, local HC Operations to help resolve issues received.


This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.


Education Required:

  •  Associate's degree in Human Resources or related field or an equivalent combination of experience in Human Resources or related area.


Experience Required:

  • Experience in a customer service environment
  • Experience in dealing with dissatisfied customers
  • Experience multi-tasking in a fast-paced environment
  • Experience in a multi-plant/unionized environment a plus 
  • Knowledge of HC policies and procedures a plus
  • General knowledge in one or more of the following areas: HC, compensation, benefits and pension, payroll and tax
  • Familiarity with HC systems and processes (e.g., Workday, Kronos, ServiceNow) a plus
  • Equivalent combination of education and/or experience will be considered.


Skills Required:

  • Excellent customer service skills
  • Ability to build trust and demonstrate expertise over the phone/email
  • Strong communication skills (written, verbal, questioning and listening)
  • Calm and patient demeanour
  • Strong problem-solving skills
  • Ability to follow script content while giving a personal touch
  • Basic computer skills with Windows environment
  • Demonstrate organizational skills, establish priorities and ability to multitask


AA/EEO Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity

Agropur, Inc.
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