Employee Service Center Representative – Part-Time

Socket.dev; New York (NY); On-site; USD 32,000 - 43,000; Full time

Job summary

Madison Square Garden Entertainment Corp. is seeking an Employee Service Center Representative to support frontline venue employees across MSG venues.

You will handle Tier 1 inquiries via phone, email, and in-person interactions, assist with onboarding, attendance issues, scheduling, and HR-related processes, while delivering exceptional service in a fast-paced, live-entertainment environment.

Qualifications

• Experience in call center or HR/administrative support.
• Proficiency with Microsoft Office (Word, PowerPoint, Excel) and basic HRIS knowledge.
• Ability to deliver excellent customer service to a diverse stakeholder base.
• Ability to handle sensitive employee situations in a fast-paced environment.
• Strong written and verbal communication with strong organizational skills.
• Spanish language skills preferred (English/Spanish).

Responsibilities

• Act as the primary point of contact for Tier 1 employee inquiries and resolve requests within SLA, escalating Tier 2 when needed.
• Assist employees with absences and call-offs, including sick time, jury duty, bereavement.
• Support staff scheduling, attendance issues, pay inquiries, and time and attendance discipline.
• Facilitate onboarding, processing I-9s, and orientation/training support for new hires.
• Contribute to HR functions such as licenses, certifications, training initiatives, and disciplinary actions.
• Collaborate with ESC Leadership and Coordinators on day-to-day orientation.
• Provide on-site support and help sustain smooth business operations.
• Deliver exceptional experiences to guests, partners, and team members following appearance guidelines.

Skills

Call center experience

MS Office proficiency

HRIS experience

Customer service

Bilingual English/Spanish

Tools

Oracle HRIS

Case management software

Job description

Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment, delivering unforgettable experiences while forging deep connections with diverse and passionate audiences. The Company’s portfolio includes a collection of world-renowned venues – New York’s Madison Square Garden, Infosys Theater at Madison Square Garden, Radio City Music Hall, and Beacon Theatre; and The Chicago Theatre – that showcase a broad array of sporting events, concerts, family shows, and special events for millions of guests annually. In addition, the Company features the original production, the Christmas Spectacular Starring the Radio City Rockettes, which has been a holiday tradition for more than 90 years. More information is available at www.msgentertainment.com.

Who are we hiring?

The Employee Service Center Representative serves as a vital link in the day-to-day operations in our Employee Service Center department. The Employee Service Center Representative provides comprehensive support to our frontline Venue employees throughout all MSG company venues; offering assistance via various channels such as ticketing, email, and face-to face, and phone interactions.

What will you do?

• Act as the primary point of contact for Tier 1 employee inquiries (phone, in-person, and ticketing system). Resolve initial requests within the designated Service Level Agreement (SLA) and efficiently escalates Tier 2 issues to appropriate stakeholders (e.g., venue management, People Practices (Employee Relations), or scheduling coordinators).
• Assist employees in processing absences and call offs, including, but not limited to sick time, jury duty, bereavement, or general call offs.
• Support employee staffing issues; including missed clocks, schedule changes, attendance matters, pay inquiries, Time and Attendance discipline issues and other general questions.
• Support employee onboarding by facilitating the completion of new hire paperwork for on-the-spot hires, conducting I-9 processing, and providing orientation and training support as assigned.
• Contribute to various HR functions, which may involve supporting licenses and certifications, supporting training and development initiatives, and assisting with Time and Attendance related disciplinary actions.
• Partner with Coordinators and assigned ESC Leadership in all areas of day-to-day departmental orientation.
• Support Employee Service Center office with assigned on-site support and tasks essential for sustaining smooth business operations.
• Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.

What do you need to succeed?

• Previous call center, HR or administrative (scheduling, payroll, employee services) support experience.
• Proficiency in Microsoft Office Suite including MS Word, PowerPoint, Excel and strong computer skills; experience with HRIS (e.g., Oracle) and case management software is a plus.
• Demonstrate proficiency in delivering exceptional customer service to a diverse range of internal stakeholders within a large-scale entertainment venue, coupled with the ability to navigate calmly and effectively through interactions.
• Capable of managing employee situations in a highly sensitive, fast-paced, and dynamic environment, often dealing with high volumes of inquiries.
• Strong verbal and written communication skills, along with excellent organizational and time management skills with exceptional attention to detail and a proactive approach to follow-up tasks is a must.
• Proficient problem-solving, reasoning, motivational, and organizational skills are essential.
• Spanish language skills preferred: Fluency in both English and Spanish (verbal and written) to assist our bilingual employees.

Special Requirements

• Must be available to work a flexible, onsite schedule including days, nights, weekends, and holidays, to support 24/7 operations and event-based late evenings.

Hourly Pay Range

$27 — $27 USD

At MSG, we recognize the importance of upskilling employees’ talents and strengths so they can drive their careers forward. We are proud to offer a robust set of tools and resources to help employees understand their interests and purpose, harness their talents and obtain the skills they need to reach the next step in their careers. Growth and longevity for our employees are top priorities here.

We value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. MSG complies with all applicable federal, state, and local laws governing nondiscrimination, including considering requests for reasonable accommodations as required.