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Position Summary

The HR Customer Service Representative supports the MSU Human Resources department by providing exceptional first point-of-contact customer service to employees, retirees, and members of the public. This role involves interacting positively with customers through in-person visits, email, phone calls, and customer service-oriented events, while using various university software systems to find information, and track and keep records on customer service interactions.  In addition to helping customers directly, maintains current knowledge of HR and university resources and good working relationships with other HR teams to facilitate connecting customers to appropriate resources when their needs exceed basic customer service and require specialized assistance from other areas.

Key responsibilities include connecting customers with university-wide resources and appropriate HR staff in various specialties; addressing basic customer concerns directly; managing all inbound and outbound communications via the Genesys Cloud system and managing front desk operations. Additionally, this role involves handling general administrative tasks and supporting New Hire Orientation.

As the HR Customer Service Experience Specialist/Representative, you serve as our Ambassador of First Impressions, responsible for creating a customer-centric and high-quality service environment. Whether on the phone, via email, at the front counter or helping at an event, the HR Customer Service Experience Specialist/Representative is the gateway to guests' memorable experiences.

Expectations include:

Managing front desk operations including greeting all in-person visitors promptly with a friendly, courteous, and professional demeanor to create a welcoming and service-oriented environment and accepting deliveries, forms and payments.

Answering and/or forwarding emails and calls promptly in a friendly, courteous, and professional manner.

Utilizing the Genesys Cloud system to manage all customer communications promptly and professionally, including phone calls, emails, and chat messages.

Accurately documenting customer interactions, ensuring comprehensive and well-organized records that enhance seamless customer service and facilitate efficient reporting, analysis, and follow-up actions as required.

Promptly and accurately escalating complex questions or issues to the appropriate staff, departments, queues, or leaders as needed to ensure a positive customer experience from the first point of contact.

Using HR Software systems as needed to answer customer questions or identify the proper team to escalate the issue to. (E.g. EBS, Page Up, Equifax, The Work Number, etc.)

Generating employment verification salary keys and assisting customers in using The Work Number to complete employment verifications (VOEs) for all employee groups, ensuring accuracy and compliance.

Provide accurate and efficient assistance to customers with basic questions regarding the EBS, SAP, and PageUp applications, offering support and troubleshooting as needed.

Collaborate with the HR Customer Service Experience Manager to proactively identify and address gaps in service quality, continually striving for improvement and participating in initiatives to improve customer service processes and enhance customer experience and operational excellence.

Managing and utilizing time effectively to ensure the department meets required service levels.

Maintaining strict standards of confidentiality and data security when handling sensitive information.

Maintaining current knowledge of HR and University resources.

Assisting the HR Customer Service Experience manager in coordinating virtual and in-person New Hire Orientation sessions. This includes sending and following up on invitations, maintaining tracking sheets, distributing evaluations, u