Rutgers, The State University of New Jersey is seeking a Customer Service Representative within the Operations team of OneSource Faculty and Staff Service Center (OneSource FSSC). This position serves as the first point of contact for customers contacting the OneSource FSSC and is responsible for working with OneSource FSSC's staff and knowledge management system to resolve a broad scope of inquiries related to HR and Payroll services. The position leverages an innovative case management system for tracking requests and may transfer or escalate cases to other OneSource FSSC parties or RU entities for efficient issue resolution. The primary goal of the Customer Service Representative is to demonstrate effective issue resolution, ensuring high levels of customer satisfaction and operational efficiencies across OneSource FSSC operations.
Among the key duties of this position are the following:
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.
Leverages knowledge-base to provide consistent customer service.
Provides feedback for ongoing process improvement; identifies trends and knowledge base needs and provides insight to increase operational efficiencies.
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 FSSC operations.
Minimum Education and Experience:
Requires a bachelor's degree, in human resources management, business or related field; or an equivalent combination of education and/or experience in HR/Customer Service.
Required Knowledge, Skills, and Abilities:
Customer service and issue resolution
Call/service center operations
Case management system operations
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
High energy and focus
Excellent interpersonal skills
Ability to apply sound judgment and discretion with sensitive information
Ability to operate successfully and multitask in a fast paced environment
Prefers knowledge of case management/ticketing software
Problem solving and issue resolution across a broad scope of HR and Payroll topics
Ability to navigate and leverage knowledge and case management technology
Experience with ServiceNow
Experience with Peoplesoft/ ImageNow
Posting Number: 20ST1655
Location: Cook (RU-New Brunswick)
Internal Number: 119674
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.