HR Customer Service Representative - Tufts Support Services - (19001583)
The Support Services organization delivers administrative and transactional services to schools and central units across the university's three campuses. Activities that are common across the many central divisions and schools have been consolidated, allowing expert teams to provide exemplary support to faculty and staff. Support Services operates under a governance model that includes service level agreements and corresponding metrics. Tufts Support Services is customer-focused and strives for continuous improvement and high customer satisfaction.
The HR Customer Service Team provides information and problem resolution for HR requests received via phone calls, emails, voicemails, walk in service, and web forms, and is the first point of resolution, acting according to established, standard protocols. The Customer Service Team initiates cases in Salesforce, the constituent relationship management (CRM) tool, and manages through close, communicating status, progress, next steps, and resolution to the customer. Service Reps contribute to the Salesforce knowledge base and update as necessary, maintaining accurate information, policies, and processes that are compliant and reflect current practices. In addition to direct problem resolution, Support Reps walk constituents through the use of self-service tools, and escalate complex issues to Support Services Tier 2, or to the appropriate HR specialist or Business Partner in central HR.
High School Diploma or equivalent required.
Minimum of 3 years' experience in a customer focused role, preferably in a Human Resources function and preferably in a Support Center environment.
Proficient in MS Office.
Two years' experience entering data or looking up fields in PeopleSoft or other information system.
Able to respond effectively to inquiries both in person and over the phone, following established guidelines.
Attention to detail and accuracy.
Excellent customer service orientation and excellent oral and written communication skills.
Aptitude for using technology and ability to learn and use CRM tool and/or other technologies.
Able to prioritize, meet deadlines, problem-solve and research thoroughly, contribute to peer learning and collaborate in a team environment.
Associate's degree or equivalent experience preferred.
Prior experience in a support center environment
An employee in this position must complete all appropriate background checks at the time of hire, promotion, or transfer.
Primary Location: United States-Massachusetts-Medford/Somerville
Organization: Tufts Support Services
Employee Status: Regular Schedule: Full-time
Job Posting: Jul 15, 2019, 4:35:00 PM
Internal Number: 19001583
About Tufts University
Tufts is a leader in American higher education, distinctive for its success as a moderately sized university that excels at research and providing students with a personal experience. Our unique combination of research and liberal arts attracts students, faculty and staff who thrive in our environment of curiosity, creativity and engagement.