Position Summary:

• Assists Associate Director of Service Center Operations with development of overall ESC operations strategic plan and growth strategy, and support translation of strategy into tangible objectives, targets and actions.
• Ensures all relevant procedural/legislative requirements are fulfilled while delivering a quality and cost-effective service to customers.
• Identifies and communicates leading practices and innovative approaches and tools for service delivery into ESC operations.
• Conducts intake for all HR/Payroll related inquiries and escalate to appropriate parties, as necessary.
• Ensures timely resolution of cases and follow through cases to completion to provide best customer experience.
• Tracks and monitors cases to identify root cause of issues.
• Documents inquiry resolution and escalation in case management system.
• Completes routine HR and payroll transactions.
• Serves as an escalation point for customer service representatives working to resolve self -service portal navigation and HR/Payroll issues; leverage basic knowledge of HR/Payroll functions to resolve customer issues.
• Assists Associate Director of Service Center Operations with monitoring and evaluating HR transaction work flow and volume.
• Establishes, monitors and validates all data entry related to the database to ensure correctness.
• Identifies trends and knowledge base needs and provide insight to management.
• Supports recruiting, training, and employee development activities to support ESC operations.
• Supervisory responsibilities for ESC customer service representatives.
• Monitors performance of customer service representatives against pre-determined measures and standards.
• Provides effective and timely feedback to enhance employee performance.
• Create, foster and maintain a collaborative, innovative and customer-focused team culture.
• Support employee engagement and development initiatives for ESC employees to enhance job satisfaction and morale.

Minimum Education and Experience:

• Bachelor's degree or an equivalent combination of education and/or experience.
• A minimum of two years of relevant experience preferably in a customer service role in a call or shared services center.

City: New Brunswick

State: NJ

Equipment Utilized:

• Office equipment, phone, fax, copier, scan, computer.

Physical Demands and Work Environment:

• Service Center, 80% to 90% sitting.

Posting Number: 24ST2822

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.

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