Rutgers, The State University of New Jersey is seeking HR Service Representative within the Operations team of OneSource. This position serves as the first point of contact for customers contacting the OneSource Service Center and is responsible for working with OneSource staff and knowledge management system to resolve a broad scope of inquiries related to HR and Payroll services. The position leverages an innovative case management system for tracking requests and may transfer or escalate cases to other OneSource parties or Rutgers entities for efficient issue resolution. The primary goal of the HR Service Representative is to demonstrate an effective issue resolution, ensuring high levels of customer satisfaction and operational efficiencies across OneSource operations.
Among the key duties of this position are the following:
Conducts intake for all HR/Payroll related inquiries and escalates to appropriate parties, as necessary.
Tracks and monitors cases as assigned.
Documents inquiry, inquiry resolution and escalation in case management system.
Assists in monitors resolved cases and closing tickets in a timely manner.
Leverages knowledge-base to provide consistent customer service.
Ensures all relevant procedural/legislative requirements are fulfilled while delivering a quality and cost-effective service to customers.
Minimum Education and Experience:
Requires a bachelor's degree, in human resources management, business or related field; OR an equivalent combination of education and/or experience.
Required Knowledge, Skills, and Abilities:
Customer service and issue resolution.
Excellent customer service and communication skills.
Ability to effectively address challenging situations related to customer issues/complaints.
High energy and focus.
Excellent interpersonal skills.
Ability to apply sound judgment and discretion with sensitive information.
Ability to operate successfully and multitask in a fast-paced environment.
Prefers knowledge of case management/ticketing software.
Basic knowledge of general HR/Payroll practices, policies and procedures.
Call/service center operations.
Case management system operations.
Problem solving and issue resolution across a broad scope of HR and Payroll topics.
Ability to navigate and leverage knowledge and case management technology.
Multiple Positions available
Appointment of 6 months
Salary: $18.51 hourly
Posting Number: 19ST4005
Location: Cook (RU-New Brunswick)
Internal Number: 100453
About Rutgers University
Rutgers, The State University of New Jersey, is a leading national public research university and the state's preeminent, comprehensive public institution of higher education. Rutgers is dedicated to teaching that meets the highest standards of excellence; to conducting research that breaks new ground; and to turning knowledge into solutions for local, national, and global communities. As it was at our founding in 1766, the heart of our mission is preparing students to become productive members of society and good citizens of the world. Rutgers teaches across the full educational spectrum: preschool to precollege; undergraduate to graduate and postdoctoral; and continuing education for professional and personal advancement. Rutgers is New Jersey's land-grant institution and one of the nation's foremost research universities, and as such, we educate, make discoveries, serve as an engine of economic growth, and generate ideas for improving people's lives.