HR Customer Service Assistant (Benefits/Labor Relations)

General Summary: 

The HR Customer Service Assistant will provide routine administrative duties to support the daily operations of the Department of Human Resources. The incumbent will greet, direct and/or provide assistance to both internal and external customers; receive and direct internal and external phone and e-mail inquiries and when necessary, field inquires to appropriate staff person; receive, sort and distribute mail; prepare selected correspondence; and proofread and type documents. S/he will run reports and conduct database queries; gather, update and enter information into departmental and/or university databases and systems; and will schedule meetings for departmental directors and managers. The incumbent will be responsible for interacting with a wide variety of staff, faculty and students to provide information and to direct them to the appropriate source for resolution of an issue.

Examples of Duties: 

GENERAL CUSTOMER SERVICE

• Provide routine administrative support for the Human Resources Department; greet and direct visitors; respond to internal and external phone and e-mail inquiries; field inquiries and relevant paperwork and forms to appropriate staff person; provide regular information to existing and prospective employees, as well as students and the general public; receive, sort and distribute mail to appropriate individuals within assigned unit.  Will have responsibility for staffing the HR Office reception desk and act as the front-facing representative of the office in providing excellent customer service to faculty, staff and students.
• Prepare and answer correspondence, including e-mails for the Human Resources email account, accurately and in a timely manner to meet the needs of internal and external customers in accordance with university policies and procedures while providing a high-level of customer service excellence;
• Provide routine information to and coordinate efforts with staff, and other internal and external departments, agencies and/or customers to exchange information, resolve problems and/or facilitate progress of departmental programs, functions and activities relevant to the employee life cycle;
• Review and conduct employment verifications and notify requestors of employment status; process and compile information for verification letters for both current and former employees;
• Assist employees with parking deductions, name and address updates and routine payroll information changes in HR Direct People Soft;

HR OPERATIONS 

Office Management

• Monitor inventory levels of departmental office supplies to ensure adequate supply levels and to maintain the smooth operation of the department; create and maintain database of inventory and supplies to document what is needed; responsible for order office supplies and business cards for HR departmental staff;
• Run prepared reports and conduct database queries to provide requested information to inter-and intra-departmental staff and customers; may review reports and compare data for accuracy;
• Assist the Business and Operations Manager with administrative tasks, such as reserving location for seminars, trainings and events, preparing mailings, 
• Schedule meetings for departmental managers and senior staff; schedule time and location and reserve required facilities; check availability of parties involved; communicate with university departments if specific equipment or requirements are needed to accommodate the meeting; assist the Administrative Assistant in scheduling meetings for employee relations staff, when needed;

COMPENSATION & BENEFITS

• Assist with processing Tuition Waiver and Remission Forms, when needed complete forms and update tracking list for completed forms; 
• Assist with scheduling new employee orientations
• Perform other duties as assigned

LABOR & EMPLOYEE RELATIONS

• Provides administrative and clerical support to the Labor & Relations team; 
• Assist with coordination/organization of materials for grievances, labor and other employee relations matters;

HR ADMINISTRATIVE

• Gather, update and enter information into respective departmental and/or university databases and/or systems to ensure current, accurate, organized and accessible records and to adhere to university policies and procedures;  retrieve information from files, and run reports as directed;
• Assist with processing Tuition Waiver and Remission Forms, when needed complete forms and update tracking list for completed forms;
• Perform other duties as assigned. 

Qualifications: 

• Knowledge e of standard office procedures and practices, including record keeping, office correspondence control and the uses of office equipment and supplies;
• Knowledge of office software, including Microsoft Office;
• Ability to understand and apply the laws, rules, policies and procedures governing the assigned unit activities;
• Ability to learn about and support the culture of Department of Human Resources, including the roles of the various members of the department and its processes;
• Ability to assemble items of information in accordance with established procedures;
• Ability to work accurately with names, numbers, codes and/or symbols;
• Ability to file material in accordance with standard filing procedures;
• Ability to maintain accurate and current records;
• Ability to communicate effectively both orally and in writing;
• Ability to establish and maintain harmonious working relationships with others;
• Ability to deal tactfully with others;
• Ability to explain the laws, rules, policies and procedures governing assigned unit activities;
• Ability to perform arithmetical computations with accuracy;
• Ability to give written and oral instructions in a precise and understandable manner;
• Ability to exercise sound judgment in handling confidential information;
• Ability to complete tasks in a timely manner;
• Ability to be patient while dealing with the public;
• Strong interpersonal and organizational skills; strong attention to accuracy and detail;
• Strong commitment to customer service.

Application Instructions:

Please apply online with your resume, cover letter and list of three references. 

Review of candidates will begin following the application closing date.

Hourly Rate: $23.20

This is a non-union exempt position. 

All official salary offers must be approved by Human Resources.

UMass Boston requires all employees to be vaccinated against COVID-19 and to confirm proof of their vaccination status. Exemptions from the vaccine requirement will be permitted only for qualifying religious or medical reasons. Regardless of vaccination status, you must wear a face covering in public indoor spaces on campus.