Job highlights
Identified by Google from the original job post
Qualifications
Static IP wifi with reliable connection or wired directly into internet modem
Willingness to learn
Upbeat demeanor
Ability to multitask
Very detail oriented/follow through
Candidates must be OK with a high call volume (calls are back to back and they should anticipate and be able to sit for long periods of time)
A combination of education and experience may be substituted for requirements
Bachelor’s degree or relevant professional experience
Proficiency with Word, Outlook, Excel, PowerPoint, and SharePoint, and familiarity with ServiceNow for case / knowledge management
Benefits
Contract Duration: thru 1/31/2025 - Backfill for Maternity Leave (may be extended or convert to FTE depending on openings/volume)
Pay rate: $20 (entry level) - $26 (some experience)
Responsibilities
Position location: Fully Remote
Hours: 8:30am-5pm (must work EST hrs)
The calls are related to various topics, so we need a quick learner that is flexible and a self starter
The HR Support Center Rep 1 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
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 timeframes, 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
Educate and inform customers of the full range of shared service support available to them
Ensure compliance with Partners’ policies and procedures
Work to continuously improve and be adaptable to changes as they occur
Contribute positively to a knowledge sharing environment by documenting and sharing all relevant experiences
Use/s the Partners HealthCare values to govern decisions, actions and behaviors
Other duties as assigned
Job description
HR Support Center Representative

Contract Duration: thru 1/31/2025 - Backfill for Maternity Leave (may be extended or convert to FTE depending on openings/volume)

Position location: Fully Remote

Hours: 8:30am-5pm (must work EST hrs)

Pay rate: $20 (entry level) - $26 (some experience)

MUST HAVES:

- Static IP wifi with reliable connection or wired directly into internet modem.

- Willingness to learn

- Upbeat demeanor

- Ability to multitask

- Very detail oriented/follow through

- Candidates must be OK with a high call volume (calls are back to back and they should anticipate and be able to sit for long periods of time). The calls are related to various topics, so we need a quick learner that is flexible and a self starter.

The HR Support Center Rep 1 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.
• 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 timeframes, 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
• Educate and inform customers of the full range of shared service support available to them
• Ensure compliance with Partners’ policies and procedures
• Work to continuously improve and be adaptable to changes as they occur
• Contribute positively to a knowledge sharing environment by documenting and sharing all relevant experiences
• Use/s the Partners HealthCare 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
• Other duties as assigned

Qualifications:
• A combination of education and experience may be substituted for requirements
• Bachelor’s degree or relevant professional experience
• Proficiency with Word, Outlook, Excel, PowerPoint, and SharePoint, and familiarity with ServiceNow for case / knowledge management