HR Service Center Representative (Hybrid)

Mayo Clinic•Rochester, MN

3d•Hybrid

About The Position

The Service Center Representative is responsible for delivering high quality customer service for all types of inquiries and requests. Provide support to Mayo Clinic employees, understanding the policy and benefit differences for each location and employment status. Representatives spend a majority of their time disseminating information and educating employees via phone, Case Management, Chat and electronic messaging. Expected to investigate, resolve, and document each inquiry. Must be able to effectively provide navigational instructions to customers. Makes decisions on how to answer questions by interpreting and weighing information and data from multiple systems and resources. The position is responsible to ensure accurate, consistent and timely delivery of Human Resource (HR) information to all employee types including: retired and active physicians, students, residents, managers and other allied health. Expected to answer customer calls on first contact with the ability to triage all other inquiries to the appropriate resources. Accountable to summarize and document discussion and outcome of each inquiry. Must be able to multi-task and quickly review large amounts of information (policies, databases, scripts) to provide solutions and clarifications to callers. Must be able to interpret customer's pay and benefit information. Representatives assist with the training of new staff by providing peer-to-peer training. Maintain high knowledge of HR functions and processes. Must be competent with several HR Information Systems, systems and software. Must be able to accurately update HR systems, make critical changes to electronic records and provide information to other sources. Required to participate in ongoing training. Assist with projects and HR Administration tasks, if needed. Required to provide recommendations for continuous improvement of service center functions. Required to maintain confidentiality of information. Work will primarily be performed remotely but at times will require incumbent to be on site. Therefore, individual MUST live within a reasonable driving distance of any Mayo Clinic Campus.

Responsibilities

Deliver high quality customer service for all types of inquiries and requests
Provide support to Mayo Clinic employees, understanding the policy and benefit differences for each location and employment status
Disseminate information and educating employees via phone, Case Management, Chat and electronic messaging
Investigate, resolve, and document each inquiry
Effectively provide navigational instructions to customers
Make decisions on how to answer questions by interpreting and weighing information and data from multiple systems and resources
Ensure accurate, consistent and timely delivery of Human Resource (HR) information to all employee types including: retired and active physicians, students, residents, managers and other allied health
Answer customer calls on first contact with the ability to triage all other inquiries to the appropriate resources
Summarize and document discussion and outcome of each inquiry
Multi-task and quickly review large amounts of information (policies, databases, scripts) to provide solutions and clarifications to callers
Interpret customer's pay and benefit information
Assist with the training of new staff by providing peer-to-peer training
Maintain high knowledge of HR functions and processes
Competent with several HR Information Systems, systems and software
Accurately update HR systems, make critical changes to electronic records and provide information to other sources
Participate in ongoing training
Assist with projects and HR Administration tasks, if needed
Provide recommendations for continuous improvement of service center functions
Maintain confidentiality of information