The ERC team is dedicated to customer response and provides a variety of HR services via phone, case management, chat, and web-based self-service. The ERC Specialist plays a critical role in customer issue resolution, as well as the continuous learning and improvement of the larger ERC organization.
ERC Specialist are subject matter experts who handle the most complex cases. They apply their deep functional knowledge combined with their excellent judgement skills to make decisions about the best course of action in ambiguous cases where the correct path is unclear. They are relentlessly customer obsessed and do whatever is necessary to drive the best customer experience. They demonstrate ownership in everything they do, including owning issues to resolution, owning the customer experience that ERC provides, and owning the larger success of the ERC organization. They have a relentlessly high bar and help to create the best processes and experiences for our customers. They work with leadership to identify and close gaps in our service, including learning gaps and broken processes. They work with Front-line to build up their knowledge, improve their resources, and help them provide the best service possible to our customers. They are role models and help grow the next layer of ERC experts. They work closely with our partner teams, creating and maintaining positive working relationships.
Key job responsibilities
Take employee calls, cases and chats that are transferred to them by ERC Associates in a contact center environment.
Team members gain HR Generalist knowledge at the Specialist level, as well as subject matter expertise within one functional area (e.g., Payroll, Financial Benefits, Health & Welfare Benefits, Talent Management & Compensation, Employee Life Cycle, etc.)
Take ownership of complex and escalated cases. They conduct extensive research and use their subject matter expertise to drive the right solution. They advocate for their customers and escalate issues as necessary to ensure quick resolutions.
Recommend changes to policies, SOPs, FAQs, scripts, and training to assist Front-line in the resolution of contacts.
Attend Front-line meetings to share best practices and assist in the ongoing learning and development of their Front-line teammates.
Document each contact, including reason for contact, root cause, information provided, and resolution.
Promote customer use of self-service options whenever they are available.
Respond to the need for self-service options and propose solutions to management.
Escalate high impact/mass issues to management.
A day in the life
As an ERC Specialist, you will act as a point of contact, handling employee escalated contacts and cases pending resolution. You will influence different stakeholders within partner teams and escalating to the next level support unresolved issues on time according to Service Level Agreements established. You will also participate in process improvement initiatives to eliminate root causes of defects within the ERC operation, to enhance employee-experience.
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