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Mass General Brigham · 4 days ago

HR Support Center Representative II

United States

Full-time

Remote

Entry, Mid Level

$21.78/hr - $31.08/hr

2+ years exp

Mass General Brigham is a not-for-profit organization that supports patient care, research, teaching, and community service. The HR Support Center Rep 2 will resolve inquiries from employees and external parties, ensuring high-quality service delivery and adherence to performance goals.

Health CareHome Health CareMedical

Responsibilities

Respond to requests/inquiries from customers (prioritizing as appropriate) and execute on the key tasks and activities in accordance with defined procedures and guidelines

Investigate issue areas and determine methods of mitigation to resolve problems within acceptable timeframes, routing or escalating complex transactions to supervisor, manager or tier two for resolution as appropriate

Serve as a specialist, able to handle escalated cases from customer service analysts

Perform additional responsibilities such as managing knowledge articles or participating in special projects

Ensure delivery of business results by meeting or exceeding all service level agreements and delivering high-quality services that meet or exceed customer expectations

Receive inbound inquiries via multiple channels (phone, email, case management, chat, etc.), clarify the need, answer the inquiries and assist in the resolution of concerns

Qualification

HR experienceContact Center experienceHealthcare industry experienceProblem-solvingCommunication skillsTeam-focusedOrganization skillsInterpersonal skills