Human Resources Service Center Representative

About MassDOT

An agency on the move, the Massachusetts Department of Transportation (MassDOT) takes great pride in connecting the Commonwealth’s residents and communities. Powered by a growing data-analytics discipline – and working in conjunction with municipalities, public agencies and the private sector – we’re finding new ways to improve the Bay State’s transportation infrastructure.

MassDOT is responsible for developing, implementing, and coordinating transportation policies and projects for the Commonwealth of Massachusetts and to efficiently plan, design, construct, and maintain a safe statewide transportation system which effectively meets the transportation needs of the Commonwealth.

MassDOT’s divisions include: Highway, Aeronautics, Registry of Motor Vehicles, Rail & Transit, and Planning & Enterprise Services. We are an organization of over 4,000 and growing.

Position Summary

The Human Resources Service Center Representative will resolve inquiries from employees, managers, retirees, and other customers and external parties. They will also help resolve concerns and issues regarding processes and policies through phone, email, and case management. This person will strive to meet all expected service levels and business performance goals, performing a range of services and fully documenting all cases in the case management system.

Duties and Responsibilities

• Perform transactions related to hiring; promotions; performance management; payroll; benefits; transfers; leaves of absence; and onboarding/off-boarding.
• Inputs, updates, and/or retrieves information from various Human Resources or Payroll systems.
• Utilize the HR Service Management System (ServiceNow) to track cases and respond to requests by providing a detailed description of any incident, resolve these incidents in a timely matter or escalate as needed.
• Receive inbound inquiries via multiple channels (phone, email, case management, chat, etc.), clarify the need and assist in the resolution of concerns.
• Respond to requests / inquiries from customers (prioritizing as appropriate) and execute on the key tasks and activities in accordance with defined procedures and guidelines.
• Investigate issue areas and determine methods of mitigation to resolve problems within acceptable timeframes, routing or escalating complex transactions to manager and the Centers of Expertise.
• Partner with the Business Partners to ensure all escalated issues are resolved and service levels are met.
• Assist and encourage users to make effective use of self-service options, empower them to solve inquiries.
• Educate and inform customers of the full range of shared service support available to them.
• Maintain employee electronic files.
• Participate in Open Enrollment Activities.
• Provide verification letters of employment.
• Conduct New Hire Orientation throughout the Commonwealth as needed by way of Microsoft teams or in-person.
• Contribute positively to a knowledge sharing environment by documenting and sharing all relevant experiences.

Preferred Qualifications

• Excellent customer service skills
• Proficiency in the Microsoft Office Excel, Word, PowerPoint, and Outlook.
• Ability to use a computer to conduct research, utilize databases, and produce written documents.
• Maintain a high level of professionalism and confidentiality.
• Ability to communicate effectively, both verbally and in writing.
• Ability to assess and solve problems, including through escalation to subject matter experts of content matter.
• Ability to review and compare information for accuracy, completeness, and consistency.
• Ability to multi-task and prioritize.
• Excellent organizational and collaboration skills.
• Ability to follow guidelines and procedures.
• Ability to work efficiently in hectic situations; maintain composure when working with customers; and maintain efficiency in an office with a high volume of customers.
• Strong interpersonal skills including sensitivity, patience, and flexibility to communicate with internal and external customers in a friendly, courteous, and efficient manner.
• Ability to communicate with individuals from diverse backgrounds.
• Knowledge of benefits and payroll related matters.

This requisition will remain open until filled; however, first consideration will be given to those applicants that apply within the first 14 days.

All job applications must be submitted online through MassCareers to be considered.

Please provide a complete, accurate and current resume / application for MassDOT to review in order to determine if your submitted materials meet the minimum entrance requirements for the position.

Minimum Entrance Requirements

Applicants must have at least (A) one year of full-time, or equivalent part-time, experience in a position, the major duties of which included, working directly with clients or customers; or experience providing information to clients, customers or the general public on services, procedures and requirements, which included entering or retrieving data using computer systems.

Substitutions:

A Bachelor’s or Associate’s degree may be substituted for the required experience.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

• For questions regarding the job posting, please email Tumo A. Koontse at tumo.a.koontse@dot.state.ma.us.
• For general questions regarding MassDOT, call the Human Resources Service Center at 857-368-4722.
• For a disability-related reasonable accommodation or alternative application method, call Derrick Mann – 857-368-8541.

An Equal Opportunity/Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.