Customer Service Specialist

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women’s Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care, and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We’re focused on a people-first culture for our system’s patients and our professional family. That’s why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees’ personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development—and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

• Manages the lobby/reception area

• Greets visitors and vendors graciously and courteously while maintaining the security of the environment.

• Assist with visitor welcome experience, including temporary badge access, parking validation and contact appropriate department contact for visitor

• Directs visitors and guests to meeting location when needed

• Answers reception telephone line and responds to general inquiries; redirects callers or takes messages.

• Serves as a back-up to other Service Specialists during breaks and vacations

Administrative duties:

Assists with supply purchases and distribution.

• Assist Workplace Services with administrative issues at Assembly Row (i.e. check condition of conference and meeting space and remediate, as needed) and, at times, works with Workplace Services and Mass General Brigham Security on integrated projects

• Performs data entry and other ad hoc duties, as requested

• Additionally, the Service Specialist will have other administrative duties as assigned in other areas of the building.

• Uses the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration

Preferred Qualifications - External

• A minimum of 1 - 3 years of administrative experience along with a high school diploma.

• Associates Degree preferred or equivalent experience

• Proficiency with Word, Outlook, Excel, PowerPoint and a general aptitude for learning new software Skills/Abilities/Competencies

• Excellent interpersonal, oral and written communication skills

• Maintains a professional demeanor and demonstrates excellent customer service skills, providing accurate and reliable information to internal and external customers

• Ability to handle confidential or sensitive information in an appropriate and professional manner

• Must be positive, detail-oriented, organized and able to multi-task

• Demonstrates the ability to work independently and in a team environment when needed

• Comfortable interfacing with all levels of employees within the Mass General Brigham Organization, tactfully and persuasively

• Demonstrates a sense of responsibility for one ' s work, e.g., proactive in identifying issues, prepared to address concerns/questions, makes recommendations.

• Highly motivated and capable of working in a fast paced and changing environment

• Must be reliable and punctual Working Conditions:

• Office Environment (desk, telephone and computer work).

• Routine walking required for various checks and remediation efforts throughout the building and minor lifting required (< 10 lbs.)

• May require reception coverage at other locations on the campus.

• In addition to Mass General Brigham background record check(s), may require early education and care background record check(s), which includes CORI, DCF, SORI, and Fingerprinting.

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.