Rush University Medical Center Chicago , IL 60602
The Department of Human Resources Operations is seeking an experienced customer service professional to provide guidance and leadership to Service Center Representatives while maintain a high level of service to all Rush University Medical Center customers.
This position provides a high volume of customer service support for employee and applicant inquiries via telephone, by email and in person.
Actively participates and provides leadership in a fast paced team environment to provide customer service to managers and employees.
Assists Rush employees and applicants with requests related to benefit plans, compensation, payroll and other employment-related transactions and provides timely resolution to customer service inquiries.
Exemplifies the Rush mission, vision and values and acts in accordance with Rush policies and procedures.
Lead a team of staff in delivery of customer service
Monitor quality and quantity of service delivered.
Coach staff to in areas which need improvement.
Provide customer service and support to employees, managers and HR team members for resolution of questions, issues and problems related to Employee Resource Center supported services.
Builds and maintains cooperative working relationships across interdepartmental boundaries while resolving customer and vendor issues, creating and updating procedures and processes resulting in complete documentation for customer issue resolution.
Respond to initial email and phone inquiries from employees, capturing accurate and comprehensive summaries of issues and resolution using the customer relationship management system
Perform scanning and data entry functions to populate Infor Lawson LTM and S3 databases to assure accuracy of employee indicative data.
Effectively refer employees to appropriate HR subject-matter experts when escalation is required and follow-up to assure employee inquiry is answered.
Perform administrative functions in support of benefits and pay programs as needed, such as Tuition Assistance Plan, health & welfare plans and leave plans.
Answer the question or initiate resolution of the problem by contacting the correct HR team and/or vendor.
Provides effective coaching to team members in the areas of customer service and communication resulting in excellent customer service and staff performance1
Collaborates with management to establish service center standards and goals
Audit Infor Lawson LTM and S3 records to assure data accuracy.
Perform other duties as assigned.
Position Qualifications Include:
Associates degree required, Bachelor's degree preferred; minimum 5 years of experience in a call center, human resources or employee benefits administration environment.
Demonstrate high learning agility for technology.
Proficient in Microsoft Excel and Word applications; experience with HRIS and customer relationship management systems.
Independently able to analyze complex situations and make recommendations for solutions or alternatives.
Ability to multi-task and manage competing priorities.
Demonstrate initiative and willingness to take on new work.
Possess good written and oral communication skills and a professional demeanor.
Ability to write and establish procedures for various processes within the department.
Demonstrates flexible work hours and good attendance.
Rush is an academic health system comprising Rush University Medical Center, Rush Copley Medical Center and Rush Oak Park Hospital.
Ranked among the top 20 best places to work in healthcare by Indeed.
Rush offers a competitive salary, and valuable healthy living benefits including: health, dental and vision to help you maintain and improve your health. Rush also offers several ways to invest in your future.
Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
If you are experiencing technical difficulties with submitting your job application,
please send a detailed description and screenshot of the error to email@example.com.
2018 rush university medical center