HR Support Center Representative II

Mass General Brigham•Somerville, MA

4d•Remote

About The Position

The HR Support Center Rep II 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.

Requirements

2-3 years HR experience required
2-3 years Contact Center experience required
Bachelor's Degree Related Field of Study preferred
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 preferred
Experience can be accepted in lieu of a degree

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.