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"All candidates must be directly contracted by ASK Consulting on their payroll and cannot be subcontracted. We are unable to provide sponsorship at this moment".

Job Title:    ESC Administrator II

Duration:  03+ Months (possible extension)

Location:  Orlando, Florida-Remote

Pay Range:  $25 - $26 Hourly

Responsibilities:

• Independently handles all incoming calls, emails, and other communication channels into the ESC, utilizing internal tools to assist customers with inquiries or issues.
• Creates cases for all incoming ESC inquiries and strives for first-contact resolution by proactively identifying needs and opportunities to address issues during the initial interaction.
• Follows established case management guidelines, including timely customer communication, accurate documentation, and effective resolution practices, while demonstrating personal ownership of each case.
• Escalates time-sensitive or high-impact inquiries to a Senior Specialist, Supervisor, or Manager as appropriate, using sound judgment to determine when escalation is needed.
• Responds to, resolves, and/or routes customer inquiries to the appropriate team or team member, taking initiative to ensure inquiries are addressed efficiently.
• Independently researches and resolves general HR, payroll, benefits, and leave related inquiries, demonstrating proactive problem-solving and persistence.
• Proactively follows up on outstanding issues to ensure timely resolution, keeps customers informed of status, and closes ServiceNow tickets when applicable.
• Leverages AI technologies to create accurate call summaries and enhance case resolution processes, taking initiative to utilize tools that improve customer service outcomes.
• Provides online navigation assistance and uses the Bomgar tool to identify and resolve system related issues, demonstrating self-sufficiency in troubleshooting.
• Stays up-to-date on changes in local, state, and federal laws, policy updates, and contract language, proactively seeking out new information to support accurate customer guidance.
• Secures and safeguards confidential employee information in accordance with the Personally Identifiable Information Security Policy and all company data privacy requirements.
• Supports customers across four time zones; adheres to scheduled phone time and remains flexible to meet unexpected volume demands and peak period needs, demonstrating a proactive approach to workload management.
• Adheres to Service Level Agreements (SLAs), Quality Assurance standards, and performance metrics, taking initiative to meet or exceed expectations.
• Performs other duties as assigned by management, demonstrating flexibility and a proactive willingness to support team needs.

Job Requirements:

Minimum

• HS diploma or equivalent and 3 years related experience required or 4 years equivalent combination of education and work-related experience.
• Experience working in a shared services or high-volume processing environment with in-person and virtual resources.
• Ability to multitask and meet deadlines with a high sense of urgency.
• Adaptable to changing circumstances and a strong ability to anticipate needs.
• Ability to be flexible & respond to various demands while consistently prioritizing employee requests in a fast-paced environment.
• Commitment to quality and collaboration in a team-based environment.
• Excellent speaking and written communication skills.
• Demonstrated outstanding customer service, problem-solving, and critical thinking capability.
• Comfortable adopting new technology and supporting a culture where employees use AI responsibly and effectively in daily tasks.

Preferred:

• Associates/Bachelors degree + 1 year experience
• Experience with employee population comprised of corporate, hourly, production, manufacturing, and union workers.
• Experience with Genesys Cloud Contact Center Telephony
• Knowledge and training in core HR systems (on-premise and cloud) highly desirable; experience or certification in Workday, ServiceNow, Absence Tracker, Copilot, and UKG preferred.
• Demonstrated ability to leverage AI features within ticketing, CRM, or knowledge systems to improve accuracy, reduce handle time, and enhance the customer experience.

About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.