Mayo Clinic offers a variety of employee benefits. For additional information please visit Mayo Clinic Benefits. Eligibility may vary.
Position description
The Service Center Representative is responsible for delivering high quality customer service for all types of inquiries and requests. Provide support to Mayo Clinic employees, understanding the policy and benefit differences for each location and employment status. Representatives spend a majority of their time disseminating information and educating employees via phone, Case Management, Chat and electronic messaging. Expected to investigate, resolve, and document each inquiry. Must be able to effectively provide navigational instructions to customers. Makes decisions on how to answer questions by interpreting and weighing information and data from multiple systems and resources. The position is responsible to ensure accurate, consistent and timely delivery of Human Resource (HR) information to all employee types including: retired and active physicians, students, residents, managers and other allied health. Expected to answer customer calls on first contact with the ability to triage all other inquiries to the appropriate resources. Accountable to summarize and document discussion and outcome of each inquiry. Must be able to multi-task and quickly review large amounts of information (policies, databases, scripts) to provide solutions and clarifications to callers. Must be able to interpret customer’s pay and benefit information. Representatives assist with the training of new staff by providing peer-to-peer training. Maintain high knowledge of HR functions and processes. Must be competent with several HR Information Systems, systems and software. Must be able to accurately update HR systems, make critical changes to electronic records and provide information to other sources. Required to participate in ongoing training. Assist with projects and HR Administration tasks, if needed. Required to provide recommendations for continuous improvement of service center functions. Required to maintain confidentiality of information.
This position is a limited tenure position with an anticipated end date of either 1 or 2 years from your start date. That is subject to change.
Qualifications
Requires associate degree or four years customer service. Call center or customer service experience preferred. Requires computer system experience. Requires strong data entry skills and the ability to multi-task.
Additional qualifications
Must have strong analytical skills to interpret what is said in order to provide correct and accurate information. Must be able to troubleshoot HR information system to decipher user errors and system issues. Requires decision making and judgment capabilities, strong attention to detail and follow-through. Must have the ability to communicate effectively on the phone and in writing. Must be able to handle a variety of tasks simultaneously. Must be adaptable and flexible in a changing environment. Hours may vary and additional time or overtime may be required to meet workload requirements.
Exemption status
Non-exempt
Compensation Detail
Required education, experience and tenure may be considered along with internal equity when job offers are extended. The hourly pay range is $22.54-$30.44 per hour.
Benefits eligible
Yes
Schedule
Full Time
Hours / Pay period
80
Schedule details
Monday through Friday
7am to 6pm Central Standard Time
100% remote; Individual can work from anywhere in the U.S.
Weekend schedule
As needed.
Remote
Yes
International Assignment
No
Site description
Mayo Clinic is located in the heart of downtown Rochester, Minnesota, a vibrant, friendly city that provides a highly livable environment for more than 34,000 Mayo staff and students. The city is consistently ranked among the best places to live in the United States because of its affordable cost of living, healthy lifestyle, excellent school systems and exceptionally high quality of life.
Recruiter
Oo Her
EOE
As an Affirmative Action and Equal Opportunity Employer Mayo Clinic is committed to creating an inclusive environment that values the diversity of its employees and does not discriminate against any employee or candidate. Women, minorities, veterans, people from the LGBTQ communities and people with disabilities are strongly encouraged to apply to join our teams. Reasonable accommodations to access job openings or to apply for a job are available.
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