Service Center Associate

Job Description

Location:

Chicago, Illinois

Hospital:
Rush University Medical Center

Employee Service Center

Full Time (Total FTE between 0.9 and 1.0)

Shift 1

8 Hr (8:30:00 AM - 5:00:00 PM)

$18.87 - $29.73 per hour

Rush offers exceptional rewards and benefits. Learn more at our Rush benefits page: rush benefits page.

This position acts as the first point of contact within the Employee Service Center (ESC) Customer Service team for issues and requests from current employees, former employees, and managers; provides sound application of HR policies and processes, applying a broad base of human resources knowledge, judgment and initiative; processes HR transactions, interacting with various departments to resolve human resource concerns; provides a positive experience to our customer base while resolving cases in the areas of benefits, compensation, payroll, and other employment-related areas.

Exemplifies the Rush mission, vision and values and acts in accordance with Rush policies and procedures.

• First point of person-to-person contact for answering questions about HR programs, processes and tools.
• Answers routine HR policy and process inquiries for ESC scope of services.
• Utilizes a standard inquiry handling process supported by technology (knowledgebase articles, FAQs, etc.).
• Provides support for all in-scope ESC services; escalates to appropriate tier or third-party providers as needed, following up to ensure customer needs are effectively and efficiently addressed in a timely manner.
• Directs/educates employees and managers about self-service channels.
• Processes routine employee data transactions.
• Works to achieve established service center metrics and goals.
• Provides a positive customer experience while addressing HR inquiries, issues and requests.
• Builds and maintains productive working relationships across interdepartmental boundaries while resolving customer and vendor issues, creating and updating procedures and processes, resulting in complete documentation for customer issue resolution.
• Responds to inquiries and requests capturing accurate and comprehensive summaries of issues and resolutions using the case management and knowledge management solution.
• Performs all administrative tasks related to core HR, benefits, compensation, talent acquisition, organizational development/training, payroll and retirement, as necessary.
• Proactively identifies root causes and recommends solutions to reduce customer case volumes.
• Performs all work in accordance with established call/service center processes and procedures.
• Works with and protects sensitive HR data in alignment with established service center processes and standards.
• Promotes and contributes to a positive work environment.
• Performs other duties as assigned.

• High school diploma.
• Minimum 2 years of experience in a call center.
• Minimum 3 years of experience in front-line human resources or employee benefits administration environment.
• Prior experience utilizing HR Information Systems required. Prior experience with Infor and/or Lawson is an asset.
• Prior experience utilizing knowledgebase and case management systems required. Prior experience with Service Now HR Service Delivery is an asset.
• Independently able to analyze complex situations and make recommendations for solutions or alternatives.
• Demonstrates high learning agility for technology.
• Ability to work effectively both independently and within a team setting.
• Ability to multi-task and manage competing priorities.
• Demonstrates initiative and willingness to take on new work.
• Possesses good written and oral communication skills and a professional demeanor. Ability to write and establish procedures for various processes within the department.
• Adheres to predetermined schedules and work standards.
• Strong attention to detail.
• Proficient in Microsoft Excel and Word applications.

• Bachelor’s degree.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.

Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.