Human Resources Customer Care Representative

Customer Service Representative

The University of Michigan Shared Services Center (U-M SSC) is a customer service organization focused on providing user-friendly and cost-effective administrative services to the university community. The SSC offers key financial and human resource transaction services to customers.

Reporting to the HR Customer Care Supervisor, you will provide customer service for the entire University (up to 58,000 employees) and process or escalate accordingly.

The SSC maintains a strong focus on customer service with expectations for timely and accurate processing of requests. You will be working in a high-volume, transactional environment which requires a strong attention to detail. This position is expected to meet productivity & accuracy standards.

Work Location:

Because occasional on-site presence may be required, you are expected to live within a reasonable commuting distance to Ann Arbor. You are required to have a high-speed internet connection and a designated working space in your home. The home work environment should be free of distractions to ensure focus. You will have access to confidential information; therefore, the workspace should provide adequate privacy to protect sensitive information. Equipment, including a laptop and monitors, will be provided for your use.

Please note:

• This position is 24 hours per week
• Working hours will be 11:00 am - 5:00 pm, 4 days a week.
• Visa sponsorship is not available for this position

Responsibilities

• Develop subject matter expertise in the areas of Benefits and HR. You will be spending 90% of the time answering inquiries via phone.
• Answer or triage inquiries relating to medical, dental, vision, legal, life insurance, long-term disability, benefits billing and deductions, and general HR inquiries by phone and email.
• Handle a high volume of tickets using a case management tool to open, document, process, and resolve tickets.
• Access records in multiple systems to resolve inquiries.
• You will use data entry software.
• Communicate via both email and phone to collect additional information and provide updates on ticket status.
• Work in a collaborative environment with business partners, customers, and colleagues.
• Participate in continuous improvement projects.
• Other duties may be assigned

Required Qualifications

• High school diploma or equivalent
• 1+ years of experience providing customer service with a focus on triaging calls or call center function
• Intermediate level proficiency with data entry and computer skills
• 1+ years of experience with business software solutions

Why Work at Michigan?

In addition to a career filled with purpose and opportunity, the University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family, and plan for a secure future. Benefits include:

• Seven paid holidays and four paid seasonal days.
• A retirement plan that provides two-for-one matching contributions with immediate vesting
• Many choices for comprehensive health insurance
• Life insurance
• Long-term disability coverage
• Flexible spending accounts for healthcare and dependent care expenses

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Additional Information

The University of Michigan, with an operating budget of more than $10 billion, is a leader in higher education. U-M SSC provides administrative support related to financial and human resources in the following areas: Accounts Payable, Travel and Expense, General Accounting, Accounts Receivable, Benefits, HR Data Management, Time and Leave, and Employment Process. To learn more about U-M SSC, please visit our website.

Application Deadline

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled.

U-M EEO Statement

The University of Michigan is an equal employment opportunity employer.