HR Service Center Representative (Hybrid) - Limited Tenure

Mayo Clinic•Rochester, MN

19d•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.

Requirements

Associate degree or four years customer service.
Call center or customer service experience preferred.
Computer system experience.
Strong data entry skills.
Ability to multi-task.
Strong analytical skills to interpret information and provide correct and accurate information.
Ability to troubleshoot HR information system to decipher user errors and system issues.
Decision making and judgment capabilities.
Strong attention to detail and follow-through.
Ability to communicate effectively on the phone and in writing.
Ability to handle a variety of tasks simultaneously.
Adaptable and flexible in a changing environment.

Responsibilities

Deliver high quality customer service for all types of inquiries and requests.
Provide support to Mayo Clinic employees, understanding policy and benefit differences.
Disseminate information and educate employees via phone, Case Management, Chat and electronic messaging.
Investigate, resolve, and document each inquiry.
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 HR information to all employee types.
Answer customer calls on first contact and triage other inquiries to appropriate resources.
Summarize and document discussion and outcome of each inquiry.
Multi-task and quickly review large amounts of information to provide solutions and clarifications.
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.
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.