The Employee Engagement Representative will be the primary service provider for customers who contact HR by telephone, email or walk-ins with an inquiry or request for assistance.  The Employee Engagement Representative will have access to information to answer questions, offer alternative solutions or escalate the matter as deemed appropriate to ensure all concerns are addressed.  The Representative will utilize various HR systems including but not limited to:  APECS, Bentek, iCIMS, SmartFind Express & TN Compass.  The Representative is responsible for providing effective customer service to all internal & external customers including but not limited to a high volume of Benefits-related claims and services.

This position description is not intended to be an exhaustive list of all duties, knowledge or abilities associated with this classification, but is intended to accurately reflect the primary job elements

1. Provides exemplary customer service as the first point of contact for customers including but not limited to: district employees, vendors, and community members.
2. Maintains and utilizes reference information on current events and changes within the district.
3. Demonstrates problem-solving skills to effectively troubleshoot and address concerns/inquiries identified by customers, solve a wide breadth of concerns quickly.
4. Understands each customer’s request regarding all divisions of HR including but not limited to: Benefits, Recruitment, Employee Relations, Compensation, Staffing, etc.
5. Serves as an example of MSCS customer service expectations by providing a welcoming, orderly environment, respectful responses to customer concerns, demonstrates knowledge about MSCS & HR policies and reporting structure, and is sensitive to customer needs.
6. Performs efficient and accurate data entry, including documenting all interactions with and services provided to customers.
7. Maintains excellent response, and timely follow-up as required. 
8. Manages all incoming faxes, forms, emails, etc. routing to the correct department in a timely manner.
9. Receives and responds to requests for verification of employment and experience to meet the needs of customers, utilizes excellent verbal, written and computer skills to communicate needs. Verifications include but are not limited to:  Long and/or Short-Term Disability claim forms, Public Service Loan Forgiveness (PSLF) forms, teacher experience for current and past teachers, etc.
10. Navigates multiple technical tools to efficiently answer calls and or/respond to HR emails, provides one-on-one assistance with online applications, documents customers inquiries, prepares records, generates reports and general correspondence.
11. Provides detailed information to customers daily; provides support during open enrollment.
12. Provides feedback on the efficiency of the HR Service Center processes. Continuously evaluates and identifies opportunities to drive process improvements that positively impact the customer’s experience.
13. Performs other related duties as assigned or directed.

High school graduation or GED equivalent and four (4) years of customer service experience required. Human Resources experience preferred. (PROOF OF EDUCATION, TRAINING, AND/OR EXPERIENCE IS REQUIRED).

Degree Equivalency Formula:

Bachelor’s Degree= 4 years plus required years of experience. Master’s Degree=6 years plus required years of experience.