Employee Services Support Specialist

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Overview

The Employee Services Support Specialist serves as principal source of HR information for faculty and staff. In a contact center environment, this position responds to, and resolves or routes a high volume of complex customer inquiries and requests while demonstrating the highest level of customer service for the Yale community. This is done by probing with questions, troubleshooting and researching issues, and determining appropriate process for resolution by using judgment and resourcefulness of available tools and documented procedures.


Required Skills and Abilities

1. Extremely strong customer service skills and professional demeanor while handling a multitude of issues and requests by phone, e-mail, and fax.
2. Ability to critically assess customer inquiries and use probing questions to understand complex situations and requests.
3. Ability to function effectively as a team member; demonstrate excellent verbal and written communication skills while communicating with a diverse group of individuals.
4. Experience with Salesforce, Workday, Bria/8x8, and other service center enabling applications; self-sufficient with technology issues.
5. Proficient typing skills.
6. Possesses familiarity with HR functional areas.

Preferred Skills and Abilities
1.Associate degree or equivalent experience.

2.Previous experience using softphone technology and case management systems (CRMs) to handle a high volume of inquiries and requests.

3.At least one year of experience in a fast-paced contact/call center environment.

4.A demonstrated understanding of and experience with the various functional areas in HR: Benefits, Payroll, Compensation, Employee Relations, Staffing, etc.

Principal Responsibilities

1. Oversees and coordinates administrative, program, and office activities. Establishes, selects, implements, and coordinates office procedures and systems.  Serves as principal source of information to students, staff, and faculty on policies, procedures, programs, and office activities.   2. Oversees, instructs, and coordinates activities of support staff.  Oversees the preparation of materials for grants, contracts and budgets. Monitors expenditures and reconciles financial statements.   3. Provides editorial support for a journal/publication.  Proofreads and edits material for grammatical and factual accuracy. Tracks copy through various editing and production stages. Communicates with authors, printers, and others concerned with published work.   4. Determines administrative, facility, and equipment needs for symposia, lectures, seminars, and conferences.  Assembles and arranges for necessary items.  Determines sources of data. Compiles, synthesizes and manipulates data. Summarizes findings and writes reports or portions of reports.   5. Greets visitors. Answers and screens telephone calls. Assesses nature of business. Responds to requests for information and provides assistance.  Screens and responds to mail.   6. Formats, keyboard, proofread, and edits correspondence, reports, manuscripts, grants, and other material. Assembles attachments and corresponding material. Reviews outgoing material for completeness, dates, and signatures.  Composes substantive correspondence and written material.   7. Coordinates travel arrangements.  Schedules and coordinates meetings and appointments.  Orders and maintains inventory of supplies.  Takes minutes or dictation.  Performs additional functions incidental to office activities.

Required Education and Experience

Six years of related work experience, four of them in the same job family at the next lower level, and high school level education; or four years of related work experience and an Associate's degree; or little or no work experience and a Bachelor's degree in a related field; or an equivalent combination of experience and education.

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Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.

Health Requirements

Certain positions have associated health requirements based on specific job responsibilities. These may include vaccinations, tests, or examinations, as required by law, regulation, or university policy.

Posting Disclaimer

The hiring rate of a role is determined in accordance with the provisions outlined in the respective collective bargaining agreement.

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the position. Employees will be assigned specific job-related duties through  their hiring department.

The University is committed to basing judgments concerning the admission, education, and employment of individuals upon their qualifications and abilities and seeks to attract to its faculty, staff, and student body qualified persons from a broad range of backgrounds and perspectives. In accordance with this policy and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.

Inquiries concerning Yale's Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).

Note

Yale University is a tobacco-free campus.