SENIOR CUSTOMER SERVICE REPRESENTATIVE
DEPARTMENT OF HUMAN RESOURCES
CITY OF WORCESTER

The City of Worcester seeks qualified candidates for the position of Senior Customer Service Representative ("SCSR") for the Department of Human Resources. Under the Direction of the Chief Human Resource Officer, the SCSR will be the first point of contact in the Human Resources Office and serve as reception for the department. is the employee will be responsible for providing exemplary customer service to City of Worcester employees, retirees, residents/constituents., and will work closely with Human Resources leads to ensure administrative functions are completed accurately and on time, including processing of employee benefits, performing audits to ensure integrity of employee data, and new hire onboarding support. The position will provide information related to employment matters in person, by phone, and email.

Bilingual and multilingual applicants are encouraged to apply.

ESSENTIAL ELEMENTS:

• Provide customer service in a friendly, professional manner and greet, receive, and direct visitors
• Answer telephone calls in a friendly, professional manner, take messages with accuracy, transfer phone calls, and appropriately handle or refer questions and requests.
• Monitor the Human Resources general email and appropriately handle or refer questions and requests
• Provide administrative support to all Human Resource Divisions (data entry, mailings, copying, filing, etc.)
• Process benefits (health, dental, vision, life, etc.) enrollments and changes using carrier systems and proprietary software, respond to customer inquiries regarding coverage.
• Assist customers with applying for open City employment opportunities
• Collect and process applications for Labor Service positions
• Maintain benefits files with appropriate documentation

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Strong organizational and interpersonal skills
• Strong written and verbal communication skills
• Strong time management skills and attention to detail
• Ability to maintain professionalism under all circumstances
• Ability to perform basic math functions and data entry
• Ability to manage multiple priorities/multitask in a fast-paced environment
• Ability to work with diverse populations
• Ability to operate standard office equipment
• Knowledge of Microsoft Office suite systems, databases, and online portals
• Ability to work independently and as part of a team
• Ability to maintain confidentiality
• Ability to work occasional after work hours

MINIMUM REQUIREMENTS:

• High school diploma or equivalent
• Experience providing customer service in an office setting
• Strong written communication skills

PREFERRED QUALIFICATIONS:

• Two (2) years of experience providing customer service in an office setting
• Two (2) years of experience performing clerical/administrative work in an office setting
• Two (2) years of experience administering/processing employee benefits
• Two (2) years of Human Resource experience related to HR practices, policies, and procedures
• Prior experience with Workday

SALARY RANGE: $21.05 - $25.58 hourly, full-time, with an excellent benefits package.

To apply, please visit: or send resume and cover letter on or before FRIDAY, APRIL 5, 2024, to: City of Worcester, 455 Main Street, Room 109, Worcester, MA 01608. Preference is given to Worcester residents. The City of Worcester is an equal opportunity, affirmative action employer. Women, minorities, people with disabilities and protected veterans are encouraged to apply. Direct inquiries to: City Hall, Human Resources, Room 109, 508-799-1030, .