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.
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. 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.
This is a temporary assignment with an anticipated start date of end of August or early September and will end on January 31, 2027
This vacancy is not eligible for sponsorship/ we will not sponsor or transfer visas for this position. Also, Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program.
Mayo Clinic has expanded and changed in many ways, but our values remain true to the vision of our founders. Our primary value – The needs of the patient come first – guides our plans and decisions as we create the future of health care. Join us and you'll find a culture of teamwork, professionalism and mutual respect, and most importantly, a life-changing career.
Mayo Clinic was founded in Rochester, Minnesota by brothers Dr. William James Mayo and Dr. Charles Horace Mayo. More than 100 years later, their vision continues to evolve around a single guiding value: "The needs of the patient come first." Today we are the largest integrated, not for-profit medical group practice in the world.
We are recognized for high-quality patient care more than any other academic medical center in the nation. These endorsements are very gratifying, but also humbling. They remind us of the tradition that has been entrusted to each one of us, and the legacy of excellence that we uphold every day.
