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Customer Service Representative

Northeastern University
Massachusetts, United States
Salary Not specified
Closing date
Sep 14, 2021

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Position Type
Administrative, Business & Administrative Affairs, Human Resources Administration
Employment Level
Employment Type
Full Time
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Job Details

Customer Service Representative

About Northeastern:
Founded in 1898, Northeastern is a global research university and a world leader in experiential learning. The same commitment to connecting with the world drives our use-inspired research enterprise. The university offers a comprehensive range of undergraduate and graduate programs leading to degrees through the doctorate in nine colleges and schools. Our campuses in Charlotte, N.C., San Francisco, Seattle, and Toronto are regional platforms for undergraduate and graduate learning and collaborative research. Northeastern pursues advanced research in security and materials at the Innovation Campus in Burlington, Massachusetts, and in coastal sustainability at the Marine Science Center in Nahant, Massachusetts.

About the Opportunity:
HRM is committed to building a talent focused organization and to providing best-in-class human resource expertise and customer responsive services that are aligned with Northeastern 2025. In short, HRM's purpose is to make it easy to come to Northeastern and easy to be at Northeastern. This is a long term temporary position

As a member of the Human Resources Management Customer Service Team, the incumbent is responsible for providing professional, accurate, timely, and courteous customer service to customers that call and/or visit Human Resources Management. This includes both internal and external customers. He/she will be responsible for working at the HRM “Front Desk”, and answering phone calls that come into the HRM Customer Service number, as well as greet, welcome and service walk-in customers. If an inquiry cannot be resolved at the Front Desk, the Customer Service Representative (CSR) is responsible for transferring calls, and referring walk-in customers, to the appropriate functional team to ensure a timely resolution. Incumbent will support the recruitment process by guiding and assisting potential candidates through the online application process. Additional transactional responsibilities include completing verbal and written employment verifications, processing unemployment claims, updating direct deposit information, serve as backup to the I9 Coordinator, and reissuing W-2s. The CSR is expected to enthusiastically promote the many benefits and programs available through Human Resources Management.

Associate's Degree and at least three years of prior customer service experience required. Previous payroll or Human Resources experience required. Exceptional customer service orientation with the ability to listen and gain a clear understanding of each customer's issue and exercise initiative to provide appropriate and prompt resolution. Ability to manage complex customer service assignments, perform detailed research, use an appropriate level of independent judgment, handle and respect confidential data is required. Must be able to multi-task, prioritize the workload, and demonstrate flexibility within a high volume professional environment. Must have clear and concise verbal and written skills and the ability to communicate complex information clearly and calmly. Must present a positive, welcoming and professional appearance and attitude when delivering service to all customers.

Preferred Qualifications:

Bachelor's Degree preferred. Prior experience with HRIS software; MS-Office and online technology desirable.

Additional Information:
Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

To learn more about Northeastern University's commitment and support of diversity and inclusion, please see

To apply, visit

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