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).