Customer Service Representative
Requisition Number: STFR001083
Division/College: Human Resources Management
FT/PT: Full Time
As a member of the Human Resources Management Customer Service Team, the Customer Service Representative is responsible for providing professional, accurate, timely, and courteous customer service to customers that call and/or visit Human Resources Management. This includes both internal and external customers. He/she will be responsible for working at the HRM “Front Desk”, and answering phone calls that come into the HRM Customer Service number, as well as greet, welcome and service walk-in customers. If an inquiry cannot be resolved at the Front Desk, the CSR is responsible for transferring calls, and referring walk-in customers, to the appropriate functional team to ensure a timely resolution. Incumbent will support the recruitment process by guiding and assisting potential candidates through the online application process. Additional transactional responsibilities include completing verbal and written employment verifications, processing unemployment claims, updating direct deposit information, reissuing W-2s, verifying and auditing I-9s, updating information as received for International students and scholars, and file imaging.
The CSR is expected to enthusiastically promote the many tools and programs available through Human Resources Management.
Associate’s Degree and at least three years of prior customer service experience required. Bachelor’s Degree preferred. Previous payroll or Human Resources experience required. Exceptional customer service orientation with the ability to listen and gain a clear understanding of each customer’s issue and exercise initiative to provide appropriate and prompt resolution. Ability to manage complex customer service assignments, perform detailed research, use an appropriate level of independent judgment, handle and respect confidential data is required. Must be able to multi-task, prioritize the workload, and demonstrate flexibility within a high volume professional environment. Must have clear and concise verbal and written skills and the ability to communicate complex information clearly and calmly. Must present a positive, welcoming and professional appearance and attitude when delivering service to all customers. Prior experience with HRIS software; MS-Office and online technology desirable.
To be considered for this position please visit our web site and apply on line at the following link: Careers@Northeastern
Northeastern University is an Equal Opportunity, Affirmative Action Educational Institution and Employer, Title IX University. Northeastern University particularly welcomes applications from minorities, women and persons with disabilities. Northeastern University is an E-Verify Employer.