Rutgers, The State University of New Jersey is seeking a Senior Customer Service Representative within the OneSource Faculty and Staff Resource Center (OneSource FSRC). This position serves as the first point of contact for customers contacting the OneSource FSRC and is responsible for working with OneSource FSRC's staff and knowledge management system to resolve a broad scope of inquires related to HR and Payroll services. The Senior Customer Service Representative serves as a lead for the OneSources FSRC's customer service representatives and plays a critical role in ensuring high levels of customer satisfaction and operational efficiency across OneSource FSRC operations.
Among the key duties of this position are the following:
Assists Associate Director of OneSource FSRC with development of overall OneSource FSRC operations strategic plan and growth strategy, and supports 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 OneSource FSRC operations.
Conducts intake for all HR/Payroll related inquiries and escalates to appropriate parties, as necessary.
Ensures timely resolution of cases and follows 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; leverages basic knowledge of HR/Payroll functions to resolve customer issues.
Assists Associate Director of OneSource FSRC 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 provides insight to management.
Supports recruiting, training, and employee development activities to support OneSource FSRC operations.
Monitors performance of customer service representatives against pre-determined measures and standards; provides effective and timely feedback to enhance employee performance.
Minimum Education and Experience:
Bachelor's Degree from an accredited college or university.
2 years of experience in a customer service role in a call or shared services center.
Required Knowledge, Skills, and Abilities:
Case management system operations experience.
Basic knowledge of general HR/Payroll practices, policies and procedures.
Excellent customer service and communication skills.
Ability to effectively address challenging situations related to customer issues/complaints.
Ability to apply sound judgment and discretion with sensitive information.
Ability to operate successfully and multitask in a fast paced environment.
Problem solving and issue resolution experience across a broad scope of HR and payroll topics.
Ability to navigate and leverage knowledge and case management technology.
4-5 years of experience in a customer service role in a call or shared services center.
Posting Number: 19ST2226
Location: Cook (RU-New Brunswick)
Internal Number: 89725
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.