Employee Service Center Coordinator

About the Role

As an Employee Service Center (ESC) Coordinator, you will be at the center of HR operations, serving as a trusted resource for employees and leaders by providing guidance, resolving inquiries, and supporting key HR processes. You will deliver a high-quality customer service experience while ensuring compliance with company policies, maintaining data integrity, and supporting efficient HR operations.

Key Responsibilities

• Serve as the primary point of contact for employees and managers seeking HR support, responding to inquiries through phone, email, ticketing systems, and other service channels.
• Provide accurate information and guidance regarding HR policies, procedures, programs, benefits, payroll, and employment-related processes.
• Resolve routine employee inquiries independently and escalate complex issues to appropriate HR subject matter experts.
• Support HR transactions and employee data updates, ensuring accuracy, completeness, compliance, and data integrity within HR systems and records.
• Assist employees and managers with Workday navigation, self-service tools, transaction support, learning resources, and system access issues.
• Provide general support for employee benefits, payroll, training, wellness programs, open enrollment, and other HR service offerings.
• Process employment verifications and unemployment compensation claims.
• Support new hire onboarding activities.
• Manage cases through established service management processes, documenting interactions, tracking requests, monitoring progress, and ensuring timely resolution.
• Maintain confidentiality of employee information and handle sensitive matters with professionalism, discretion, and adherence to company policies and legal requirements.
• Identify service trends, knowledge gaps, and process improvement opportunities; contribute to self-service resources, standardization efforts, and continuous improvement initiatives.
• Compile and run monthly and quarterly operational dashboards to track Employee Service Center key performance indicators (KPIs).
• Perform other related duties and projects as assigned.

Requirements & Tech Stack

• MS Word - Intermediate Level
• MS Excel - Intermediate Level
• MS PowerPoint - Basic Level
• Ticketing systems
• HR systems
• Workday

Qualifications

• High School or GED
• Excellent communication skills, both written and verbal
• Excellent customer service skills
• Excellent organizational, analytical and interpersonal skills
• Detail-oriented
• Ability to work and multi-task in a fast-paced environment