Employee Service Center Representative (Part-Time)
About The Position
The Employee Service Center Representative supports the day-to-day operations of MSG Entertainment’s Employee Service Center and serves as a key contact for frontline venue employees across MSG company venues. The representative assists employees through phone, email, ticketing-system, and in-person interactions, resolving routine requests and routing more complex issues to the appropriate stakeholders. The role supports employee absences and call-offs, staffing and scheduling matters, time and attendance questions, pay inquiries, onboarding paperwork and I-9 processing, and other HR-related functions. It also provides on-site support for Employee Service Center operations. This is a part-time, onsite role requiring a flexible schedule that can include days, nights, weekends, holidays, and event-based late evenings to support 24/7 operations.
Requirements
- Previous call center, HR, or administrative support experience, such as scheduling, payroll, or employee services.
- Proficiency in Microsoft Office Suite, including Word, PowerPoint, and Excel, and strong computer skills.
- Ability to deliver exceptional customer service to diverse internal stakeholders in a large-scale entertainment venue and navigate interactions calmly and effectively.
- Ability to manage sensitive employee situations in a fast-paced, dynamic environment with high inquiry volumes.
- Strong verbal and written communication skills.
- Excellent organizational and time-management skills, attention to detail, and a proactive approach to follow-up tasks.
- Problem-solving, reasoning, motivational, and organizational skills.
- Availability to work a flexible onsite schedule that includes days, nights, weekends, and holidays, as well as event-based late evenings.
Nice To Haves
- Experience with HRIS software such as Oracle and case management software.
- Fluency in both spoken and written English and Spanish to assist bilingual employees.
Responsibilities
- Serve as the primary point of contact for Tier 1 employee inquiries by phone, in person, and through the ticketing system.
- Resolve initial requests within the designated Service Level Agreement and escalate Tier 2 issues to appropriate stakeholders, including venue management, People Practices (Employee Relations), and scheduling coordinators.
- Assist employees with processing absences and call-offs, including sick time, jury duty, bereavement, and general call-offs.
- Support employee staffing issues, including missed clock-ins or clock-outs, schedule changes, attendance matters, pay inquiries, time and attendance discipline issues, and other general questions.
- Support employee onboarding by facilitating new-hire paperwork for on-the-spot hires, conducting I-9 processing, and providing orientation and training support as assigned.
- Support HR functions such as licenses and certifications, training and development initiatives, and time and attendance-related disciplinary actions.
- Partner with Coordinators and assigned Employee Service Center leadership on day-to-day departmental orientation.
- Provide assigned on-site support and complete tasks that help sustain smooth Employee Service Center operations.
- Provide exceptional experiences for guests, partners, and team members, including adhering to appearance and presentation guidelines while on-site.
Benefits
- Tools and resources to help employees understand their interests and purpose, develop their talents, and build skills for career advancement.
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What This Job Offers
Job Type
Part-time
Education Level
No Education Listed
