Call Center Representative - Remote

Randstad in partnership with Mass General Brigham are committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women’s Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research. We’re focused on a people-first culture for our system’s patients and our professional family. That’s why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees’ personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development—and we recognize success at every step. Our employees use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration. General Overview The HR Support Center Representative will resolve inquiries from employees, managers, retirees, and other customers and external parties. They will also help resolve concerns and issues regarding processes and policies through phone, email, case management, and chat. This person will strive to meet all expected service levels and business performance goals, performing a range of services and fully documenting all cases in the case management system. Responsibilities: • Respond to requests / inquiries from customers (prioritizing as appropriate) and execute on the key tasks and activities in accordance with defined procedures and guidelines • Ensure delivery of business results by meeting or exceeding all service level agreements and delivering high quality services that meet or exceed customer expectations • Investigate issue areas and determine methods of mitigation to resolve problems within acceptable time-frames, routing or escalating complex transactions to supervisor, manager, customer service specialists or tier two for resolution as appropriate • Receive inbound inquiries via multiple channels (phone, email, case management, chat, etc.), clarify the need and assist in the resolution of concerns • Fully document all cases in case management application, establish / update processes as necessary • Partner with HR counterparts (in Shared Services and across institutions) to ensure all escalated issues are resolved and service levels met • Take ownership of all assigned tasks, initiatives, and inquiries and make sure that they are resolved / completed efficiently and with a superior level of quality • Assist and encourage users to make effective use of self-service options, empower them to solve inquiries Skills: • Call Center Support • Typing Skills • Organizational Skills • Interpersonal Skills • Active Listening • Customer support • Customer Service • Critical Thinking • Multi-tasking Qualifications: • Years of experience: 1 year • Experience level: Experienced Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status. At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected]. Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility). This posting is open for thirty (30) days. Apply Job!