EY Customer Support Administrator in Dallas, Texas

Customer Support Administrator

Core Business Services

Requisition # DAL005AC

Post Date 5 days ago

Join our Core Business Services (CBS) team and you will help support the important business enablement functions that keep our organization running strong. As a CBS professional, you will work across teams to provide the knowledge, resources and tools that help EY deliver exceptional quality service to our clients, win in the marketplace and support EY’s growth and profitability. Major teams within CBS include Finance, Information Technology, Human Resources, Enterprise Support Services, Brand Marketing and Communications, Business Development, Knowledge and Risk Management.

Join our Finance team and you will help enable EY client account teams and management to run the business effectively. You’ll help to improve engagement profitability, manage enterprise wide risk and support market development activities. You will support EY planning, reporting and forecasting and analysis, or help EY people manage day-to-day activities, such as managing engagements, process and auditing time and expense or invoice processing. You’ll also work with other parts of our organization, sharing your financial experience and insights to achieve specific goals. You’ll get all the support you need to stay on top of regulations — and the advice and help you‘ll need to meet your own professional goals.

With so many offerings, you have the opportunity to develop your career through a broad scope of engagements, mentoring and formal learning. That’s how we develop outstanding leaders who team to deliver on our promises to all of our stakeholders, and in so doing, play a critical role in building a better working world for our people, for our clients and for our communities. Sound interesting? Well this is just the beginning. Because whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

Position Summary:

The Customer Support Administrator provides call center assistance to members of Americas Talent Team (ATT) field

members, other Ernst & Young (EY) personnel and external parties with inquiries regarding transactions of a Human

Resources (HR) nature with direct supervision. This role requires that any and all verbal and written communications must be handled in a timely, diplomatic, confidential, tactful and professional manner sometimes in challenging circumstances.

Essential Functions of the Job:

·Performs duties and responsibilities with direct supervision in accordance with department policies and procedures

·Provides call center support to ATT, other EY personnel and external parties regarding transactions of a Human

Resources nature

·Resolves simples issues and escalates calls to leadership as appropriate

·Documents inquiries and resolution status

·Identifies processing and/or US Talent Shared Services (US-TSS) issues and suggests solutions

·Assists with special projects as requested

·Meets production volume and quality standards as outlined by department management

Analytical/Decision Making Responsibilities :

·Understands the firm’s business, organization structure, and US-TSS operations

·Understands the dependencies that exist with other Talent departments

·Uses good judgment and experience in applying concepts and guidelines

·Follows through on commitments and takes responsibility for results

·With leadership input, effectively prioritizes assignments

·Identifies and proposes solutions for barriers to leadership

Knowledge and Skills Requirements:

·With direction, provides research and analysis, documents transactions following standard US-TSS procedures

·Understands the expectations of customers and delivers service that exceeds customer’s needs within department

guidelines

·Effective verbal and written communication skills with an emphasis on professionalism, confidentiality, tact and

diplomacy

·Works effectively with others within the US-TSS, field ATT, and other EY personnel and external parties

·Effective with the use of firm standard technology including Windows, Excel, Word, Outlook, Intranet, Case

Management tools/tracker, Contact Center tools and other ATT related applications

·Resolves clients’ needs to deliver quality service

Supervision Responsibilities:

Performs duties andPerforms duties and responsibilities with direct supervision in accordance with policies and procedures

Job Requirements:

Education:

High School diploma or equivalent training and work experience

Experience:

·Knowledge of HR functions preferred.

·Customer Service Contact Center experience preferred

·Approximately 1-3 years of work experience

Ernst & Young LLP, an equal employment opportunity employer (Females/Minorities/Protected Veterans/Disabled), values the diversity of our workforce and the knowledge of our people.