HR Support Center Representative II
About The Position
Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham. Job Summary The HR Support Center Rep 2 will resolve inquiries from employees, managers, retirees, customers, and external parties. They will also help resolve concerns and issues regarding processes and policies through phone, email, case management, and chat. This person will strive to meet all expected service levels and business performance goals, perform a full range of services, and document all cases in the case management system The successful candidate will: - respond to requests/inquiries from customers (prioritizing as appropriate) and execute on the key tasks and activities in accordance with defined procedures and guidelines. -Investigate issue areas and determine methods of mitigation to resolve problems within acceptable timeframes, routing or escalating complex transactions to supervisor, manager or tier two for resolution as appropriate. -Serve as a specialist, able to handle escalated cases from customer service analysts. -Perform additional responsibilities such as managing knowledge articles or participating in special projects. -Ensure delivery of business results by meeting or exceeding all service level agreements and delivering high-quality services that meet or exceed customer expectations. -Receive inbound inquiries via multiple channels (phone, email, case management, chat, etc.), clarify the need, answer the inquiries and assist in the resolution of concerns.
Requirements
- Bachelor's Degree Related Field of Study preferred Experience can be accepted in lieu of a degree
- HR experience: 2-3 years required
- Contact Center experience: 2-3 years required
- Highly motivated, team-focused, and results-oriented; ability to work effectively in a fast-paced, self-directed team-based environment.
- Ability to assess situations, think critically, and problem-solve.
- Strong verbal and written communication skills, including the ability to guide others.
- Strong organization skills, attention to detail, and follow-through.
- Excellent interpersonal skills both in person and over the phone.
Nice To Haves
- Experience in the healthcare industry: 0-1 year preferred
Responsibilities
- respond to requests/inquiries from customers (prioritizing as appropriate) and execute on the key tasks and activities in accordance with defined procedures and guidelines.
- Investigate issue areas and determine methods of mitigation to resolve problems within acceptable timeframes, routing or escalating complex transactions to supervisor, manager or tier two for resolution as appropriate.
- Serve as a specialist, able to handle escalated cases from customer service analysts.
- Perform additional responsibilities such as managing knowledge articles or participating in special projects.
- Ensure delivery of business results by meeting or exceeding all service level agreements and delivering high-quality services that meet or exceed customer expectations.
- Receive inbound inquiries via multiple channels (phone, email, case management, chat, etc.), clarify the need, answer the inquiries and assist in the resolution of concerns.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
