customer service mainly but; preferred payroll calls or anything related to HR.
Manager is also open to Pharm/Medial background.
Experience working with multi-tasking in different systems
Individual who has shown success in past roles/ promotion/lead team oriented
Day to Day Responsibilities:
Triage emails and phone calls.
Manage both HR and payroll related inquiries.
Manage a customer ticketing system daily.
Work with team members to keep information up to date in knowledgebase
Amgen is seeking an Associate of Human Resources who will work on our Employee Services group.
The Associate of Human Resources will report to the Human Resource Operations Manager and will work out of Amgen’s Capability Center in Tampa, FL.
At Amgen, our mission is simple: to serve patients.
Our new Tampa Capability Center provides essential services that enable us to better pursue this mission.
This state-of-the-art center serves as a base for finance, information systems, and human resources professionals to make a meaningful impact at one of the world’s leading biotechnology companies.
The Associate of Human Resources will have the opportunity to learn about the many aspects of human resources administration as they provide customer service support to staff members and managers as a member of our service delivery team.
Additionally, the Incumbent will work with highly confidential information of all staff at all levels within the organization.
Key Activities for the Associate include:
Answers telephony inquiries from a dedicated phone line, including email inquiries, and triage / escalate issues according to defined processes and procedures; inquires include providing navigational support / answers relating to Amgen’s HR system (Workday) while utilizing a knowledgebase program for guidance, an incident management tool to manage inquiries and transactions, and providing excellent customer service as measured by Service Level Agreements and call center metrics.
Performs transactional work in Workday as well as manages and maintain the content in the team’s knowledgebase program
Contributes to knowledge sharing within the team. Provide feedback on process and technology improvements
Supports and backs up other team members in their daily activities while fostering and sustaining a positive work environment that fosters team performance through own work and behavior
Associate’s degree and 4 years of Customer Service experience
High school diploma / GED and 6 years of Customer Service experience
Fluent in English and Spanish and ability to communicate effectively, both in English and Spanish, verbally and in written word
2+ years’ experience in Payroll calls/customer service
Effective analytical thinking and attention to detail
Strong working knowledge of Microsoft Word, Excel, and Power Point
Ability to multi-task in a fast-paced environment to meet deadlines
Strong team player who can collaborate with colleagues on complex tasks
Experience supporting a large organization / customer base
Hours: Must be open to 9-8pm but will most likely get 10am - 7pm EST