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State of Massachusetts Human Resources Service Center Representative in 10 Park Plaza, Massachusetts

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. There are approximately 3,600 employees across the organization. MassDOT’s goal is to provide employees with greater flexibility in when and where they work while continuing to execute MassDOT’s Safety and Customer Service Mission. Furthermore, MassDOT will be doing our part to lead by example in reducing congestion and greenhouse gas emissions by minimizing overall workplace commuting travel during peak hours through telework and schedule flexibility. * Before ‘Position Summary’, include the following detailed FOW plan (bolded text) i.e. This position has a high degree of remote flexibility once established in the role. The selected candidate will be expected to follow a hybrid work model that consists of both in-office and work from home days, as needed. As a team member in HR, you will have the opportunity to contribute to the agency at its most fundamental level: its workforce. 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 * Respond to requests / inquiries from customers (prioritizing as appropriate) and execute on the key tasks and activities in accordance with defined procedures and guidelines * Ensure delivery of business results by meeting or exceeding all service level agreements and delivering high quality services that meet or exceed customer expectations * Investigate issue areas and determine methods of mitigation to resolve problems within acceptable time-frames, routing or escalating complex transactions to manager and the Centers of Expertise. * Receive inbound inquiries via multiple channels (phone, email, case management, chat, etc.), clarify the need and assist in the resolution of concerns. * Fully document all cases in case management application, establish / update processes as necessary * Partner with the Business Partners to ensure all escalated issues are resolved and service levels are met * Take ownership of all assigned tasks, initiatives, and inquiries and make sure that they are resolved / completed efficiently and with a superior level of quality * 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 * Ensure compliance with MassDOT’s policies and procedures * Work to continuously improve and be adaptable to changes as they occur * Contribute positively to a knowledge sharing environment by documenting and sharing all relevant experiences * Assist the hiring process by scheduling interviews * On a rotating basis, provide coverage for the Human Resources reception area * Conduct New Hire Orientation throughout the Commonwealth as needed * Participate in Open Enrollment Activities * Track probationary periods for newly hired and or/promoted employees * Respond to inquiries relative to time and attendance * Other duties as assigned _Minimum Entrance Requirements_: This requisition will remain open until filled; however, first consideration will be given to those applicants that apply within the first 14 days. 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. * * All job applications must be submitted online through MassCareers to be considered.  For questions regarding the job posting, emailJennifer.m.tobin@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 ADA Coordinator, Heather Ulesoo – (617) 851-9447. An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. *Job: Human Resources *Organization: Massachusetts Department of Transportation *Title: *Human Resources Service Center Representative Location: Massachusetts-10 Park Plaza Requisition ID: 21000AP3

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