Job Description

Position Summary

The HR Customer Service Representative supports the MSU Human Resources department by providing exceptional first point-of-contact customer service to employees, retirees, and members of the public. This role involves interacting positively with customers through in-person visits, email, phone calls, and customer service-oriented events, while using various university software systems to find information, and track and keep records on customer service interactions.  In addition to helping customers directly, maintains current knowledge of HR and university resources and good working relationships with other HR teams to facilitate connecting customers to appropriate resources when their needs exceed basic customer service and require specialized assistance from other areas.

Key responsibilities include connecting customers with university-wide resources and appropriate HR staff in various specialties; addressing basic customer concerns directly; managing all inbound and outbound communications via the Genesys Cloud system and managing front desk operations. Additionally, this role involves handling general administrative tasks and supporting New Hire Orientation.

As the HR Customer Service Experience Specialist/Representative, you serve as our Ambassador of First Impressions, responsible for creating a customer-centric and high-quality service environment. Whether on the phone, via email, at the front counter or helping at an event, the HR Customer Service Experience Specialist/Representative is the gateway to guests' memorable experiences.

Expectations include:

• Managing front desk operations including greeting all in-person visitors promptly with a friendly, courteous, and professional demeanor to create a welcoming and service-oriented environment and accepting deliveries, forms and payments.
• Answering and/or forwarding emails and calls promptly in a friendly, courteous, and professional manner.
• Utilizing the Genesys Cloud system to manage all customer communications promptly and professionally, including phone calls, emails, and chat messages.
• Accurately documenting customer interactions, ensuring comprehensive and well-organized records that enhance seamless customer service and facilitate efficient reporting, analysis, and follow-up actions as required.
• Promptly and accurately escalating complex questions or issues to the appropriate staff, departments, queues, or leaders as needed to ensure a positive customer experience from the first point of contact.
• Using HR Software systems as needed to answer customer questions or identify the proper team to escalate the issue to. (E.g. EBS, Page Up, Equifax, The Work Number, etc.)
• Generating employment verification salary keys and assisting customers in using The Work Number to complete employment verifications (VOEs) for all employee groups, ensuring accuracy and compliance.
• Provide accurate and efficient assistance to customers with basic questions regarding the EBS, SAP, and PageUp applications, offering support and troubleshooting as needed.
• Collaborate with the HR Customer Service Experience Manager to proactively identify and address gaps in service quality, continually striving for improvement and participating in initiatives to improve customer service processes and enhance customer experience and operational excellence.
• Managing and utilizing time effectively to ensure the department meets required service levels.
• Maintaining strict standards of confidentiality and data security when handling sensitive information.
• Maintaining current knowledge of HR and University resources.
• Assisting the HR Customer Service Experience manager in coordinating virtual and in-person New Hire Orientation sessions. This includes sending and following up on invitations, maintaining tracking sheets, distributing evaluations, updating orientation materials, preparing folders, handling registration, and managing setup and teardown.

Minimum Requirements

Knowledge normally acquired through a high school education; three to five years of related and progressively more responsible or expansive work experience in records maintenance; web applications; typing; word processing, spreadsheet, and presentation software; or an equivalent combination of education and experience.

Desired Qualifications

Proven ability to provide excellent, friendly, and service-oriented customer service; experience working with individuals from diverse racial, ethnic, socioeconomic, LGBTQIA+, and gender backgrounds; strong written/oral communication and interpersonal skills (verbal, non-verbal, active listening, written); proficient in delivering correct, complete, concise, and compassionate messages in all mediums; demonstrated ability to learn and utilize multi-channel contact center management software; proven ability to provide timely and effective service, promptly addressing customer inquiries, feedback, and concerns; competent in prioritizing tasks and managing time to maximize customer satisfaction.

Equal Employment Opportunity Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, age, disability or protected veteran status.

Required Application Materials

Resume

Cover Letter

Work Hours

STANDARD 8-5

Website

Bidding Eligibility ends February 25, 2025 at 11:55 PM

About Michigan State University

Spartans work every day to advance the common good in uncommon ways.Together, we tackle some of the world?s toughest problems to find solutions that make life better?from alternative energy to better food safety to breakthrough medical and environmental applications achieved through rare isotope research.We teach. We explore and we discover. We collaborate and lead. We innovate, inspire, and empower. We achieve our potential and create circumstances that help our students and others achieve theirs.We're good at it, and we've been at it for more than 150 years.The nation?s pioneer land-grant university, MSU began as a bold experiment that democratized higher education and helped bring science and innovation into everyday life. The revolutionary concept became a model for the nation.Today, MSU is one of the top research universities in the world?on one of the biggest, greenest campuses in the nation. Home to nationally ranked and recognized academic, residential college, and service-learning programs, we?re a diverse community of dedicated students and scholars, athletes and artists, scientists and leaders.In ways both practical and profound, we work to create a stronger, more sustainable, and more hopeful future for all.

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