HR/Payroll Shared Services Specialist

$50,435 - $50,435/Yr

Rutgers University - New Brunswick, NJ

Full-time - Entry Level

New Brunswick, NJ

1,001-5,000 employees

Educational Services

About the position

Rutgers University is seeking a HR/Payroll Shared Services Specialist for the OneSource Faculty and Staff Service Center, which is dedicated to providing HR and Payroll services to employees across the university. This position serves as the first point of contact for customers reaching out to the service center, responsible for addressing a wide range of inquiries related to HR and Payroll services. The specialist will utilize an innovative case management system to track requests and may escalate cases to other service center parties or university entities to ensure efficient issue resolution. The role emphasizes effective issue resolution, aiming to maintain high levels of customer satisfaction and operational efficiency within the service center operations. The HR/Payroll Shared Services Specialist will work closely with University Human Resources (UHR) staff and leverage a knowledge management system to resolve inquiries. The position requires a strong focus on customer service, with the specialist expected to demonstrate excellent communication skills and the ability to handle challenging situations related to customer issues or complaints. The role is designed for individuals who can multitask effectively in a fast-paced environment while applying sound judgment and discretion with sensitive information. The specialist will also be responsible for problem-solving across a broad scope of HR and Payroll topics, ensuring that all inquiries are addressed promptly and accurately.

Responsibilities

• Serve as the first point of contact for customers contacting the service center.
• Work with UHR staff and knowledge management system to resolve inquiries related to HR and Payroll services.
• Leverage a case management system for tracking requests and escalate cases as necessary.
• Demonstrate effective issue resolution to ensure high levels of customer satisfaction.
• Maintain operational efficiencies across service center operations.

Requirements

• Bachelor's degree in human resources management, business, or a related field, or equivalent combination of education and experience.
• 1-2+ years of experience in a customer service focused role.
• Knowledge of customer service and issue resolution practices.
• Familiarity with call/service center operations and case management systems.
• Basic knowledge of general HR/Payroll practices, policies, and procedures.
• Excellent customer service and communication skills.
• Strong phone etiquette and interpersonal skills.
• Ability to address challenging customer issues and complaints effectively.
• High energy and focus with the ability to multitask in a fast-paced environment.
• Problem-solving skills across a broad scope of HR and Payroll topics.