Employee Service Center Representative, Chicago Theatre- Part Time

MSG Entertainment Holdings • Chicago, IL

5d • Onsite

About The Position

The Employee Service Center Representative serves as a vital link in the day-to-day operations in our Employee Service Center department. The Employee Service Center Representative provides comprehensive support to our frontline Venue employees throughout all MSG company venues; offering assistance via various channels such as ticketing, email, and face-to face, and phone 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; experience with HRIS (e.g., Oracle) and case management software is a plus.
• 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.

Nice To Haves

• 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

• Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.

What This Job Offers

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