HR Customer Service Representative - Tufts Support Services
Location: Medford, Massachusetts
Internal Number: 17205
The TSS (Tufts Support Services) organization delivers administrative and transactional services to schools and central units across the university’s four 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. Tufts 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.
What You'll Do
The HR Cusomer Service Representative supports members of the Tufts community (faculty, staff, and student employees) and external customers (vendors,parents, and external agencies). Responds to requests received via phone calls, emails, voicemails, walk-in service, and web forms, serving as the first point of contact and resolution, acting according to established, standard protocols. Utilizes Salesforce, the constituent relationship management (CRM) tool, and manages cases through close, communicating status, progress, next steps, and resolution to the customer. Contributes to the Salesforce knowledge base and updates as necessary, maintaining accurate information, policies, and processes that are compliant and reflect current practices. Guides constituents through self-service tools, and escalates complex issues to appropriate functional specialists in Payroll, Benefits, HR, Finance, etc.
What We're Looking For
Knowledge and skills as typically acquired through completion of High School Diploma or equivalent required and a minimum of 5 years of work experience in applicable field (HR, Payroll, Customer Service)
Minimum of 3 years’ experience in a customer-facing role
Proven ability to maneuver difficult conversations and identify creative solutions for both the customer and university
Proficient in MS Office
Able to respond effectively to inquiries both in person and over the phone, following established guidelines.
Attention to detail and accuracy
Exemplary oral and written communication skills
Excellent customer service orientation
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
Post-secondary school degree
An employee in this position must complete all appropriate background checks at the time of hire, promotion, or transfer.
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.