HR Service Center Representative (Hybrid)

Mayo Clinic•Rochester, MN

2d•$25 - $34•Hybrid

About The Position

Mayo Clinic is a top-ranked healthcare provider dedicated to its employees with competitive compensation and comprehensive benefits. This role involves delivering high-quality customer service to Mayo Clinic employees regarding HR policies and benefits. Representatives will educate employees via phone, Case Management, Chat, and electronic messaging, investigate and resolve inquiries, and provide navigational assistance. The position requires interpreting information from multiple systems, ensuring accurate and timely delivery of HR information to various employee types, and triaging inquiries. Key responsibilities include summarizing and documenting interactions, multitasking with large amounts of information, interpreting pay and benefit details, assisting with new staff training, maintaining HR knowledge, using HR Information Systems, updating HR systems, participating in ongoing training, assisting with projects and HR administration, recommending improvements, and maintaining confidentiality.

Requirements

Associate degree or four years customer service.
Computer system experience.
Strong data entry skills.
Ability to multi-task.
Strong analytical skills to interpret what is said in order to 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.

Nice To Haves

Call center or customer service experience preferred.

Responsibilities

Deliver high quality customer service for all types of inquiries and requests.
Provide support to Mayo Clinic employees, understanding policy and benefit differences for each location and employment status.
Disseminate information and educate 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.
Be 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.