HR Customer Care Representative

21 May 2019
End of advertisement period
19 Jul 2019
Contract Type
Full Time

Job Summary

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 through consistent processes and enabling technology.

Reporting to the HR Customer Care Supervisor, each HR Customer Care Representative serves as a critical member of the Contact Center. Each Associate is responsible for receiving customer inquiries and processing or escalating each accordingly based on defined criteria. This position specifically will be assigned HR-related inquiries and requests received by the Contact Center. The HR Customer Care Representatives work collaboratively with both their fellow representatives and the Finance Customer Care Representatives.


Knowledge of and adhere to University of Michigan policies and procedures

Respond to customer requests and inquiries on HR related topics by phone and email

Complete intake forms and log case notes for new requests in the case management tool

Update notes to existing cases in the case management tool and escalate as necessary

Reassign cases to the transaction center groups and redirect customers as best as possible for out of scope inquiries

Mark cases as resolved when customer request are fulfilled or inquiries are answered

Submit requests for new knowledge base material to be created or updated as necessary to keep knowledge base current

Update notes to existing cases in the case management tool and escalate as necessary

Submit continuous improvement ideas to the operations team and support contact center lead with continuous improvement initiatives

Other duties as assigned

Required Qualifications*


High School diploma


1-3 years experience providing direct customer service

Strong typing and data entry skills

Proven ability to multitask and work efficiently and effectively, delivering high quality work in a fast-paced, ever-changing work environment

Ability to work effectively in a team environment

Willingness to deliver excellent customer service

Superior written and verbal communication skills

Proficient standard office computer skills with (i.e. Microsoft Office, Google)

Desired Qualifications*

Experience in a Shared Services organization or other professional office setting

Experience with ServiceNow or similar case management system

Contact center/help desk experience

Experience in a higher education setting

Experience in an HR or Benefits support role

Familiarity with administrative processes, procedures, and systems at the University of Michigan

Knowledge of PeopleSoft (or similar Enterprise Resource Planning (ERP) system)

Organizational Core Competencies and Skills:

Advancing the Mission - Demonstrates ability to operate effectively in a manner consistent with the University of Michigan mission and culture

Building Relationships/Interpersonal Skills - Values organizational diversity, treats others with respect, and promotes cooperation

Creative Problem Solving – Uses effective listening skills to appropriately identify and respond to issues

Communication - Demonstrates excellent communication skills to those at all levels throughout the University

Development of Self and Others - Seeks opportunities to learn and develop themselves and others by setting developmental goals and seeking performance feedback

Flexibility/Adaptability to Change - Responds positively to change and able to incorporate frequent changes into daily work

Leadership/Achievement Orientation - Holds self-accountable for meeting established objectives and successfully accomplishing desired outcomes

Quality Service - Strives to meet the expectations of internal and external customers, firmly establishing a service first culture

Additional Information

The University of Michigan, with an operating budget of over $7 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:

We offer our employees an extensive total compensation package including competitive pay, a two-for-one retirement contribution, a variety of health insurance options, and a generous vacation plan. In addition, there are seven paid holidays and four paid season days.

The Shared Services Center seeks to recruit and retain a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan, to sustain the excellence of the university, and to offer our students richly varied disciplines, perspectives and ways of knowing and learning.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.