Employee Service Center Representative (supplemental) Job - Mayo Clinic - Rochester, MN

Job Posting Number: 40925BR
Job Posting Title: Employee Service Center Representative (supplemental)
Job Posting Category: Business Professional
Work Site: MN - Rochester
Department: Human Resources

Job Description
The ESC Call Center representative is responsible for delivering high quality customer service for all types of inquiries and requests. Provide support to employees - Mayo Enterprise-wide (MCR, MCA, MCJ, MHS, GC, MMLNE, Airport) - knowing the policy and benefit differences for each site. Representatives spend 88% of time disseminating information to employees via phone and through electronic messaging. Expected to investigate, resolve, and document each inquiry. Must be able to effectively provide navigational instructions to callers. Makes decisions on how to answer questions by interpreting and weighing information and data from multiple systems and resources. The position is responsible to 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. The representatives handle inquiries and requests including but not limited to the topics of payroll, benefits, policy, and HR procedures. Must be able to effectively communicate with departments outside of the ESC (i.e. payroll/timekeeping, Service Partners, Staffing Specialists, other HR departments and sites). Expected to answer 82% of customer calls on first contact with the ability to triage all other calls to the appropriate resources. Accountable to summarize and document discussion and outcome of each phone call. Must be able to multi-task and quickly review large amounts of information (policies, databases, scripts) to provide solutions and clarifications to callers. Must be able to interpret customer's pay and benefit information. Representatives assist with the training of new staff by providing peer-to-peer training. Maintain high knowledge of HR functions and processes. Must be competent with several computer systems and software: HR payroll/benefits, applicant tracking, performance review software, Remote Access, Stellant, shorthand, Word, Outlook, Internet Explorer, and Remedy. Must develop and maintain technical expertise and policy/procedure knowledge through interaction with Employee Service Center trainers and generalists. Required to educate users on application processes. Must be able to accurately update HR systems, make critical changes to records and provide information to other sources. Required to participate in ongoing training. Assist with projects and HR Records tasks, if needed. Required to provide recommendations for continuous improvement of call center functions. Required to maintain confidentiality of information.

Basic Qualifications:
Requires associate degree or four years customer service. Call center or telephone customer service experience preferred. Requires computer system experience including windows based applications. Requires strong keyboarding/data entry skills and successful completion of Mayo typing test.

Other Qualifications:
Requires exceptional strong human relation skills, customer orientation, communication and organizational skills. Must have strong analytical skills as they problem-solve each call and must be able to interpret what is being said and what is being read in order to provide correct and accurate information. Must be able to troubleshoot computer issues (i.e. Lawson login, RD30 errors, e-Praisal, CSS, RASS) to decipher user errors and system issues. Requires decision making and judgment capabilities, strong attention to detail and follow-through. Must have the ability to communicate effectively on the phone and in writing. Must be able to handle a variety of tasks simultaneously. Must be adaptable and flexible in a changing environment. Hours may vary and additional time or overtime may be required to meet workload requirements. Incumbents are responsible for education or meetings that may not occur during their normal working hours. Must be willing to remain in the position for a minimum of two years.

License or Certification:

Benefit Eligible: No
Exemption Status: Non-exempt
Hours/Pay Period: varies
Schedule Details: Varies
Weekend Schedule: N/A

Compensation Detail: Non-exempt = Education, experience and tenure may be considered along with internal equity when job offers are extended. The minimum pay rate is $16.72 per hour.

Staffing Specialist: Stacy Fuhrman

Company Statement:
Mayo Clinic provides the highest quality patient care by placing the needs of the patient first. You'll discover a culture of teamwork, professionalism and mutual respect — and most importantly, a life-changing career. We invite you to join our diverse team as we provide health, hope and healing to people from all walks of life.

Mayo Clinic is an equal opportunity educator and employer (including veterans and persons with disabilities).

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Employee Service Center Representative Job - Mayo Clinic - United States

Job Posting Number: 40255BR
Job Posting Title: Employee Service Center Representative
Job Posting Category: Business Professional
Work Site: Telework/Telecommute
Department: Human Resource, Employee Service Center

Job Description
The ESC Call Center representative is responsible for delivering high quality customer service for all types of inquiries and requests. Provide support to employees - Mayo Enterprise-wide (MCR, MCA, MCJ, MHS, GC, MMLNE, Airport) - knowing the policy and benefit differences for each site. Representatives spend 88% of time disseminating information to employees via phone and through electronic messaging. Expected to investigate, resolve, and document each inquiry. Must be able to effectively provide navigational instructions to callers. Makes decisions on how to answer questions by interpreting and weighing information and data from multiple systems and resources. The position is responsible to 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. The representatives handle inquiries and requests including but not limited to the topics of payroll, benefits, policy, and HR procedures. Must be able to effectively communicate with departments outside of the ESC (i.e. payroll/timekeeping, Service Partners, Staffing Specialists, other HR departments and sites). Expected to answer 82% of customer calls on first contact with the ability to triage all other calls to the appropriate resources. Accountable to summarize and document discussion and outcome of each phone call. Must be able to multi-task and quickly review large amounts of information (policies, databases, scripts) to provide solutions and clarifications to callers. Must be able to interpret customer's pay and benefit information. Representatives assist with the training of new staff by providing peer-to-peer training. Maintain high knowledge of HR functions and processes. Must be competent with several computer systems and software: HR payroll/benefits, applicant tracking, performance review software, Remote Access, Stellant, shorthand, Word, Outlook, Internet Explorer, and Remedy. Must develop and maintain technical expertise and policy/procedure knowledge through interaction with Employee Service Center trainers and generalists. Required to educate users on application processes. Must be able to accurately update HR systems, make critical changes to records and provide information to other sources. Required to participate in ongoing training. Assist with projects and HR Records tasks, if needed. Required to provide recommendations for continuous improvement of call center functions. Required to maintain confidentiality of information.

Basic Qualifications:
Requires associate degree or four years customer service.

Other Qualifications:
Call center or telephone customer service experience preferred. Requires computer system experience including windows based applications. Requires exceptional strong human relation skills, customer orientation, communication and organizational skills. Must have strong analytical skills as they problem-solve each call and must be able to interpret what is being said and what is being read in order to provide correct and accurate information. Must be able to troubleshoot computer issues (i.e. Lawson login, RD30 errors, e-Praisal, CSS, RASS) to decipher user errors and system issues. Requires decision making and judgment capabilities, strong attention to detail and follow-through. Must have the ability to communicate effectively on the phone and in writing. Must be able to handle a variety of tasks simultaneously. Must be adaptable and flexible in a changing environment. Hours may vary and additional time or overtime may be required to meet workload requirements. Incumbents are responsible for education or meetings that may not occur during their normal working hours. Must be willing to remain in the position for a minimum of two years.

License or Certification:

Benefit Eligible: Yes
Exemption Status: Non-exempt
Hours/Pay Period: 80
Schedule Details: Monday through Friday 10a-7p
Weekend Schedule: N/A

Compensation Detail: Non-exempt = Education, experience and tenure may be considered along with internal equity when job offers are extended. The minimum pay rate is $16.72 per hour.

Staffing Specialist: Stacy Fuhrman

Company Statement:
Mayo Clinic provides the highest quality patient care by placing the needs of the patient first. You'll discover a culture of teamwork, professionalism and mutual respect — and most importantly, a life-changing career. We invite you to join our diverse team as we provide health, hope and healing to people from all walks of life.

Mayo Clinic is an equal opportunity educator and employer (including veterans and persons with disabilities).

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Employee Relations Administrator I - HRD - Dakota County - Hastings, MN

POSTING TYPE: Open Competitive
DEPARTMENT: Employee Relations
HOURS: Full-time
HIRING RANGE: $50,700 - 55,400 /year (C-41 DBM Level)
LOCATION: Dakota County Administration Center, Hastings
UNION: None
CLOSE DATE: 4:30 p.m. on Friday, March 17, 2013

This professional position requires significant technical expertise, judgment, and independence to help achieve key organizational strategies for employee and organizational development.

This non-supervisory position is responsible for researching, recommending, developing, and implementing new strategies to maximize existing programming which facilitate development, learning and workplace strategies that maximize employee capacity, performance, and promote organizational effectiveness. The position is fast paced and requires strong strategic analytical, written and verbal communication skills, and the ability to establish effective relationships with colleagues and customers at all organizational levels.

Minimum Qualifications:
• Bachelor's Degree in Human Resource Development, Human Resource Management Organizational Development, Industrial Relations, Business Administration, or a closely related field.
AND
• Two year's professional work experience in Organization Development, Human Resource Development, Training & Development, Workforce Programming, or Analysis & Planning.
PREFERRED EDUCATION/EXPERIENCE BEYOND MINIMUM QUALIFIATIONS:
• Five or more years of professional work experience in Organization Development, Human Resource Development, Training & Development, Workforce Programming, and/or Analysis & Planning.
• Demonstrated experience advising individuals at multiple levels in the organization and working with persons of diverse cultural backgrounds.
Duties & Responsibilities:
These examples do not include all possible tasks in this work and do not limit the assignment of related tasks in any position of this classification. Regular attendance according to the position's management approved work schedule is required for all positions.
1. Conducts analyses that involve independently designing and conducting research, interviewing employees and management, analyzing data, preparing recommendations and writing comprehensive reports.
2. Coordinates and implements the design and development of Human Resource Development training, programs, policies and supporting materials designed to meet organizational, management and employee needs.
3. Develops and conducts ongoing program assessment and evaluation through research, observation focus groups, data analysis and employee feedback to improve development programs, practices and services.
4. Represents the HRD program as a liaison to internal customers to provide expertise and direction requiring specialized knowledge to provide information, answer questions and resolve problems for management and employees.
5. Develops, designs and delivers electronic and in person training programs to managers and employees.
6. Identifies and utilizes innovative methods for applying current and new software products and operates a variety of computerized human resource information systems at an advanced level to create and update reports and products, and to track and analyze data.
7. May serve as a lead worker of technical and support staff; provides technical project oversight and direction.
8. Develops written materials to support the program development, promotion, evaluation program, or other programmatic objectives.
9. Identifies issues, options and strategies to increase educational effectiveness and meet County objectives.
10. Serves as a liaison to department/division training committees, municipal partners and external consultants and/or organizations.
ESSENTIAL JOB FUNCTIONS: Essential functions vary by position and will be determined for each vacancy.
Knowledge, Skills & Abilities and Work Environment:
• Working knowledge of Employee Relations policies and procedures relating to area of assigned responsibility.
• Knowledge of County resources and ability to effectively utilize resources to complete tasks and projects.
• Knowledge of key Human Resource Development principles and techniques.
• Strong written and verbal communication skills.
• Strong interpersonal skills and organizational awareness
• Research, analysis and evaluation skills
• Program development and implementation skills
• Ability to apply concepts for scenario development and decision-making
• Ability to organize and manage multiple priorities
• Demonstrated ability to operate personal computer equipment and software, including Microsoft Office Suite, Front Page, Adobe Acrobat, etc.
• Demonstrated ability to develop effective and professional working relationships with internal and external customers
• Demonstrated ability to work in a confidential environment.
WORK ENVIRONMENT: Work is performed within a County office building. Travel is required in some positions. Sedentary or light physical requirements including a lifting requirement of up to ten pounds on an occasional basis. Equipment used may include (not limited to) personal computer, printer, typewriter, calculator, telephone, copier and fax machine.
SELECTION PROCESS: The examination/selection process for this classification will consist of a rating of your training and experience from the application materials submitted. The top scoring candidates will be forwarded to the hiring department for further consideration.
Dakota County - 2 days ago - save job - block

Dakota County Technical College develops, teaches and publishes job-specific Spanish training programs that enable English speakers to impro...

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Full-time Employee - Wood County Assessors Office - Parkersburg, WV

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