Employee Service Center Representative – Full-Time

MSG Entertainment Holdings, LLC • New York, NY

4h • Onsite

About The Position

Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment, delivering unforgettable experiences while forging deep connections with diverse and passionate audiences. The Company’s portfolio includes a collection of world-renowned venues – New York’s Madison Square Garden, Infosys Theater at Madison Square Garden, Radio City Music Hall, and Beacon Theatre; and The Chicago Theatre – that showcase a broad array of sporting events, concerts, family shows, and special events for millions of guests annually. In addition, the Company features the original production, the Christmas Spectacular Starring the Radio City Rockettes, which has been a holiday tradition for more than 90 years. The Full-Time Employee Service Center (ESC) Representative is a core, consistent presence within the Employee Service Center, supporting day-to-day operations across MSG venues. This role performs all Tier 1 responsibilities while helping maintain daily operational continuity, supporting HelpDesk execution, compliance readiness, onboarding support, and day-to-day office operations. The Full-Time Representative partners closely with the ESC Lead for guidance and reinforcement and is managed by the Supervisor.

Requirements

• 1+ year of experience in a call center, HR, or administrative support environment (scheduling, payroll, employee services).
• Proficiency in Microsoft Office and comfort navigating HRIS and case management systems (e.g., Oracle).
• Strong customer service skills and the ability to operate calmly in a fast-paced, high-volume, event-driven environment.
• Strong communication, organization, and problem-solving skills with attention to detail.
• Ability to handle sensitive employee situations with professionalism and sound judgment

Nice To Haves

• Spanish language skills preferred: Fluency in both English and Spanish (verbal and written) to assist our bilingual employees.

Responsibilities

• Support daily operational continuity, including HelpDesk execution and compliance readiness, in partnership with the ESC Lead and Supervisor.
• Serve as the primary point of contact for Tier 1 employee inquiries, resolving requests within SLA and escalating Tier 2 matters appropriately.
• Assist employees with absences, call-offs, and attendance-related questions in accordance with policy.
• Resolve staffing and timekeeping issues, including missed clocks, schedule changes, pay inquiries, and Time & Attendance questions.
• Support employee onboarding, including new hire paperwork, I-9 processing, and orientation support as needed.
• Contribute to HR functions such as licenses and certifications, training support, and Time & Attendance–related disciplinary processes.
• Provide day-to-day guidance and knowledge sharing to Part-Time Representatives to promote consistent execution.
• Partner with assigned ESC leadership and Coordinators to maintain alignment and smooth daily operations.
• Support the ESC office with on-site operational tasks essential to sustaining business operations.

Benefits

• 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 here.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees