Employee Customer Service Center Representative

The University of Maryland Medical System is a 14-hospital system with academic, community and specialty medical services reaching every part of Maryland and beyond. UMMS is a national and regional referral center for trauma, cancer care, Neurocare, cardiac care, women’s and children’s health and physical rehabilitation. UMMS is the fourth largest private employer in the Baltimore metropolitan area and one of the top 20 employers in the state of Maryland. No organization will give you the clinical variety, the support, or the opportunities for professional growth that you’ll enjoy as a member of our team.

General Summary

This position is responsible for receiving and resolving employee, manager & former employee inquiries through calls and emails; providing advice and guidance covering all areas of HR including compensation and benefits.

Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

• Uses procedures, policy manuals, knowledgebase and other reference materials to assist in answering
• customer (employee/manager/ former employees) inquiries and resolving customer issues.
• Communicates HR, Benefits, or Payroll objectives, policies, procedures, and government regulations.
• Completes simple HR, Benefits, or Payroll related transactions.
• Forwards customer inquiries to Tier 2 Specialists and/or Centers of Excellence or HR Business Partner
• when specific, in-depth functional knowledge is required.
• Documents all customer inquiries, issues and transactions.
• Recognizes unusual events or consistent problem areas and works with Supervisor to resolve.
• Works as a team member focusing on Customer Service.
• Provides recommendations or suggests methods to update, simplify, and enhance processes,
• procedures, and technologies.
• Assists with the implementation of programs, policies, and services provided by the company by acting
• as the customer’s first line of contact.
• Performs reviews of Frequently Asked Questions/New Policy and Procedure lists to identify steps needed to answer customer inquiries.
• Performs other related duties as assigned.

Education and Experience

• Bachelor’s degree in Human Resources or related field is required
• One (1) year of experience in a call-center, or Customer Service related employment required

Knowledge, Skills and Abilities

• In-depth technical and administrative knowledge of work area and function
• Recognized as a resource within function for problem solving capabilities
• Strong communication skills at all levels – including written and oral
• Strong computer skills
• Strong Customer Service skills
• Strong process skills (process-oriented)
• Ability to manage detailed work within constant deadlines and time constraints
• Ability to maintain confidential information
• Ability to work well independently and be part of a team environment

Additional Information

This role is fully onsite and the schedule is Monday - Friday 8:30 - 5:00.

All your information will be kept confidential according to EEO guidelines.