Employee Service Center Agent

Be part of a community of authentic, proud and trusted people

At UAP, we believe we don't just deliver car and heavy vehicle parts all around the country; we also help keep Canadians moving forward. This makes for a special kind of workplace. We have the experience and strength of our 100-year legacy and the desire to always do better for our team members and clients. Our 5000 colleagues proudly serve thousands of customers every day across Canada.

If the hat fits, we'd be proud to have you wear it! Send us your resume and join a people-centric company with a reputation of excellence.

Job Description

The primary role of the Employee Service Center Agent is to develop a strong relationship with our clients by offering an outstanding service experience. The ESC Agent is the primary point of contact in the resolution, escalation or re-direction of enquiries in line with ESC guidelines to telephone and writing enquiries from all employees. Performing in a team environment, the Employee Service Center (ESC) Agent is responsible for the execution of Call Center operations providing information and support to all GPC Canada employees on a wide variety of HR subject matter areas, including HR policy and process, benefits, payroll, learning, performance and all HR related aspects.

Specific responsibilities include:

• Communicating directly with our employees by phone or email for up to 80% of your day
• Be the first call resolution for all requests and take necessary actions to resolved them and escalate complex inquiries to the level 2 technicians
• Communicate operational HR policies and procedures
• Process hires, terminations, salary changes, etc
• Produce specific reports including data entry (Comite Paritaire Automobile (CPA))
• Support the training department for employee user's creation and account update
• Be proactive to remain current with operational policies and procedures
• Drive customer experience to high levels of satisfaction by adhering to our corporate values

Qualifications

To join our team, you need:

• 1 to 2 years of experience within customer service environment (preferably a Call Center), excellent communication skills, a strong work ethic, and extremely organized
• Demonstrated ability working with confidential data and good knowledge of all HR process and procedures
• Strong PC and Microsoft Skills and HRIS system knowledge
• Capability to learn new task efficiently and quickly
• Bilingual (French and English) both oral and written
• Ability to work with all levels of employees including management

Additional Information

UAP is a diverse community that promotes inclusion and respect. The sum of our individual differences, experiences, knowledge, self-expression, unique capabilities, and talents, represents the richness of our culture. During the selection process, let us know if you need any accommodations. This information will be kept entirely confidential and will only be used to ensure you have a fair and pleasant experience with us

We will contact you as soon as possible if we think we have the hat for you!