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Employee Services Support Specialist
4 months ago
Position Focus:
The Employee Services Support Specialist serves as principal source of HR information for faculty and staff. In a contact center environment, this position responds to, and resolves or routes a high volume of complex customer inquiries and requests while demonstrating the highest level of customer service for the Yale community. This is done by probing with questions, troubleshooting and researching issues, and determining appropriate process for resolution by using judgment and resourcefulness of available tools and documented procedures.
Essential Duties
1. Serves as principal source of information for faculty and staff regarding HR and Payroll related inquiries and answers external inquiries. 2. Responds to inbound calls, emails, faxes, and face to face inquiries in a high-volume contact center. 3. Probes customers with leading questions to assess customer inquiries. 4. Identifies, interprets, analyzes, and researches issues and seeks resolution to ensure customer satisfaction and adherence to University policy while delivering excellent customer service. 5. Determines process for resolution by using judgment and resourcefulness. 6. Resolves routine and non-routine customer inquiries using enabling technologies and process/ functional skills. 7. Maintains case documentation and communicates case resolution to appropriate customer contact. 8. Routes inquiries to appropriate (Tier 2 or Tier 3) resources according to business rules and procedures. 9. Works with other organizational units to resolve inbound inquiries and achieve proper resolution within target timeframes. 10. Ability to collaborate and work effectively in a positive team environment. 11. Supports knowledge management and continuous improvement initiatives. 12. Maintains appropriate level of process, functional and technical knowledge and participates in training to continue to develop such knowledge. 13. Identifies and suggests Service Center enhancements and process improvements. 14. Monitors personal performance metrics and strives to meet identified targets/goals. 15. Performs at a level that assists in attaining overall and team-level performance measures and goals. 16. May perform other duties as assigned.
Required Education and Experience
Six years of related work experience, four of them in the same job family at the next lower level and a high school level education; or four years of related work experience and an Associate degree; or little or no work experience and a Bachelor degree in a related field; or an equivalent combination of experience and education.
Required Skill/Ability 1:
Extremely strong customer service skills and professional demeanor while handling a multitude of issues and requests by phone, e-mail, and fax.
Required Skill/Ability 2:
Ability to critically assess customer inquiries and use probing questions to understand complex situations and requests.
Required Skill/Ability 3:
Ability to function effectively as a team member; demonstrate excellent verbal and written communication skills while communicating with a diverse group of individuals.
Required Skill/Ability 4:
Experience with Salesforce, Workday, Bria/8x8, and other service center enabling applications; self-sufficient with technology issues. Possesses familiarity with HR functional areas.
Required Skill/Ability 5:
Proficient typing skills.
Preferred Education, Experience and Skills:
Associate degree or equivalent experience. Previous experience using softphone technology and case management systems (CRMs) to handle a high volume of inquiries and requests. At least one year of experience in a fast-paced contact/call center environment.
Drug Screen
No
Health Screening
No
Background Check Requirements
All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.
COVID-19 Vaccine Requirement
The University maintains policies pertaining to COVID-19. All faculty, staff, students, and trainees are required to comply with these policies, which may be found here:
Posting Disclaimer
The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.
