Hr Support Center Representative

HR Support Center Representative

Contract thru 1/31/2024 (may be extended or convert to FTE depending on openings/volume. FTE Salary will be $20-26/hr

10 Openings

Fully Remote - Seeking candidates in EST Time Zone

Hours: 8:30am-5pm (must work EST hrs)

Ideal start date: 9/05

MUST HAVES:

- Static IP wifi with reliable connection or wired directly into internet modem.

- Willingness to learn

- Upbeat demeanor

- Ability to multitask

- Very detail oriented/follow through

OHS

- Covid Vaccination (booster no longer needed)

- Flu Shot (when in season)

The HR Support Center Representative will resolve inquiries from employees, managers, retirees, and other 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, performing a range of services and fully documenting all cases in the case management system.

Principal Duties and 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

• Ensure delivery of business results by meeting or exceeding all service level agreements and

delivering high quality services that meet or exceed customer expectations

• Investigate issue areas and determine methods of mitigation to resolve problems within acceptable time-frames, routing or escalating complex transactions to supervisor, manager, customer service specialists or tier two for resolution as appropriate

• Receive inbound inquiries via multiple channels (phone, email, case management, chat, etc.),

clarify the need and assist in the resolution of concerns

• Fully document all cases in case management application, establish / update processes as

necessary

• Partner with HR counterparts (in Shared Services and across institutions) to ensure all escalated

issues are resolved and service levels met

• Take ownership of all assigned tasks, initiatives, and inquiries and make sure that they are

resolved / completed efficiently and with a superior level of quality

• Assist and encourage users to make effective use of self-service options, empower them to solve

inquiries

• Educate and inform customers of the full range of shared service support available to them

• Ensure compliance with Mass General Brigham’s policies and procedures

• Work to continuously improve and be adaptable to changes as they occur

• Contribute positively to a knowledge-sharing environment by documenting and sharing all relevant experiences

• Use/s the Mass General Brighams values to govern decisions, actions and behaviors. These

values guide how we get our work done: Patients, Affordability, Accountability & Service

Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork and Collaboration

• Other duties as assigned

Qualifications

• A combination of education and experience may be substituted for requirements

• Bachelor’s degree or relevant professional experience

• Proficiency with Word, Outlook, Excel, PowerPoint, and SharePoint, and familiarity with

ServiceNow for case / knowledge management

Skills, Abilities and Competencies

• Ability to assess situations, think critically and problem solve

• Strong verbal and written communication skills

• Strong organization skills, attention to detail and follow through

• Excellent interpersonal skills both in person and over the phone

• Demonstrated ability to deliver on customer satisfaction

• Success implementing continuous improvement processes and exceeding key performance

metrics

• Ability to protect the privacy of individuals and the confidentiality of employee and applicant

information

• Highly motivated, team focused, and results oriented; ability to work effectively in a fast-paced, self- directed team-based environment

• Possible local travel to Mass General Brigham sites