Employee Service Center Assoc

Rush University Medical Center; Chicago (IL); On-site; USD 26,000 - 37,000; Full time

Job summary

Rush University Medical Center in Chicago, IL seeks an Employee Service Center Associate to be the first point of contact for HR-related questions from employees and managers. You will apply HR policies, process transactions, and coordinate with multiple departments to resolve concerns while upholding Rush values and customer-focused service.

The role requires a strong background in call center activities, HR operations, and proficient use of HR systems.

Qualifications

• High school diploma required.
• Minimum 2 years of call center experience.
• Minimum 3 years in front-line HR or benefits administration.
• Experience with HRIS (Infor/Lawson preferred).
• Experience with knowledgebase and case management systems; ServiceNow asset.
• Ability to analyze complex situations and recommend solutions.
• Strong written and oral communication.
• Proven multi-tasking and prioritization skills.

Responsibilities

• First point of contact for HR programs, processes and tools.
• Answer routine HR policy inquiries for ESC scope of services.
• Utilize knowledgebase and FAQs to handle inquiries.
• Provide support for all ESC services; escalate as needed.
• Educate employees and managers about self-service channels.
• Process routine employee data transactions.
• Meet established service center metrics and goals.
• Maintain documentation of issue resolutions and procedures.
• Promote a positive work environment.
• Perform other duties as assigned.

Skills

Call center

HR knowledge

Communication

Detail oriented

Education

High school diploma

Bachelor's degree

Tools

Infor Lawson

ServiceNow HR Service Delivery

Microsoft Excel

Microsoft Word

Job description

Job Description

Location: Chicago, Illinois

Hospital: Rush University Medical Center

Department: Employee Service Center

Work Type: Full Time

Work Schedule: 8 Hr (10:30 AM - 7:00 PM)

Rush offers exceptional rewards and benefits learn more at our Rush benefits page (https://www.rush.edu/rush-careers/employee-benefits).

Pay Range: $18.87 - $26.66 per hour

Rush salaries are determined by many factors including, but not limited to, education, job-related experience and skills, as well as internal equity and industry specific market data. The pay range for each role reflects Rush's anticipated wage or salary reasonably expected to be offered for the position. Offers may vary depending on the circumstances of each case. This role has a corresponding incentive plan based on multiple factors. incentive compensation and additional benefits can be found on our Rush benefits page (https://www.rush.edu/rush-careers/employee-benefits)

Summary

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.

Required Job Qualifications

• 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 ServiceNow 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.

Preferred Job Qualifications

• Bachelor's degree

Disclaimer: 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.

Responsibilities

• 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.

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.

Position Employee Service Center Assoc

Location US:IL:Chicago

Req ID 30789