Employee Service Center Representative – Part-Time

MSG Entertainment Holdings, LLC • New York, NY

8h • Onsite

About The Position

The Employee Service Center Representative is a vital link in the day-to-day operations of the Employee Service Center department at Madison Square Garden Entertainment Corp. This role provides comprehensive support to frontline Venue employees across all MSG company venues, offering assistance through various channels such as ticketing, email, phone, and face-to-face interactions.

Requirements

• Previous call center, HR or administrative (scheduling, payroll, employee services) support experience.
• Proficiency in Microsoft Office Suite including MS Word, PowerPoint, Excel and strong computer skills.
• Demonstrate proficiency in delivering exceptional customer service to a diverse range of internal stakeholders within a large-scale entertainment venue, coupled with the ability to navigate calmly and effectively through interactions.
• Capable of managing employee situations in a highly sensitive, fast-paced, and dynamic environment, often dealing with high volumes of inquiries.
• Strong verbal and written communication skills, along with excellent organizational and time management skills with exceptional attention to detail and a proactive approach to follow-up tasks is a must.
• Proficient problem-solving, reasoning, motivational, and organizational skills are essential.
• Must be available to work a flexible, onsite schedule including days, nights, weekends, and holidays, to support 24/7 operations and event-based late evenings.

Nice To Haves

• Experience with HRIS (e.g., Oracle) and case management software.
• Spanish language skills preferred: Fluency in both English and Spanish (verbal and written) to assist our bilingual employees.

Responsibilities

• Act as the primary point of contact for Tier 1 employee inquiries (phone, in-person, and ticketing system). Resolve initial requests within the designated Service Level Agreement (SLA) and efficiently escalate Tier 2 issues to appropriate stakeholders (e.g., venue management, People Practices (Employee Relations), or scheduling coordinators).
• Assist employees in processing absences and call offs, including, but not limited to sick time, jury duty, bereavement, or general call offs.
• Support employee staffing issues; including missed clocks, schedule changes, attendance matters, pay inquiries, Time and Attendance discipline issues and other general questions.
• Support employee onboarding by facilitating the completion of new hire paperwork for on-the-spot hires, conducting I-9 processing, and providing orientation and training support as assigned.
• Contribute to various HR functions, which may involve supporting licenses and certifications, supporting training and development initiatives, and assisting with Time and Attendance related disciplinary actions.
• Partner with Coordinators and assigned ESC Leadership in all areas of day-to-day departmental orientation.
• Support Employee Service Center office with assigned on-site support and tasks essential for sustaining smooth business operations.

Benefits

• Upskilling employees’ talents and strengths so they can drive their careers forward.
• Robust set of tools and resources to help employees understand their interests and purpose, harness their talents and obtain the skills they need to reach the next step in their careers.
• Growth and longevity for our employees are top priorities.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed