Employee Service Center Representative (Part-Time)

Who are we hiring? 

The Employee Service Center Representative champions a high standard of service driving operational efficiency. The Employee Service Center Representative serves as an engaging first point of contact, providing comprehensive customer service support to our frontline Venue employees throughout all MSG company venues. Through a proactive approach, the Employee Service Representative builds positive relationships and delivers solutions across various channels, including ticketing, email, phone, and face-to-face interactions. 

What will you do? 

• Act as the primary point of contact for Tier 1 employee inquiries (phone, in-person, and ticketing system). Resolve initial requests within the designated Service Level Agreement (SLA) and efficiently escalate Tier 2 issues to appropriate stakeholders (e.g., venue management, People Practices (Employee Relations), or scheduling coordinators). 
• Assist employees in processing absences and call offs, including, but not limited to sick time, jury duty, bereavement, or general call offs. 
• Resolve employee staffing issues; including missed clocks, schedule changes, attendance matters, pay inquiries, Time and Attendance discipline issues and other general questions. 
• Support employee onboarding by facilitating the completion of new hire paperwork for on-the-spot hires, conducting I-9 processing, and providing orientation and training support as needed. 
• Contribute to various HR functions, which may involve managing licenses and certifications, coordinating training and development initiatives, and assisting with Time and Attendance related disciplinary actions. 
• Partner with Coordinators and Supervisor/Manager in all areas of day-to-day departmental orientation. 
• Support Employee Service Center office with on-site support and tasks essential for sustaining smooth business operations. 

 What do you need to succeed? 

• Previous call center, HR or administrative (scheduling, payroll, employee services) support experience 
• Proficiency in Microsoft Office Suite including MS Word, PowerPoint, Excel and strong computer skills; experience with HRIS (e.g., Oracle) and case management software is a plus. 
• Demonstrate proficiency in delivering exceptional customer service to a diverse range of internal stakeholders within a large-scale entertainment venue, coupled with the ability to navigate calmly and effectively through interactions. 
• Capable of managing employee situations in a highly sensitive, fast-paced, and dynamic environment, often dealing with high volumes of inquiries. 
• Strong verbal and written communication skills, along with excellent organizational and time management skills with exceptional attention to detail and a proactive approach to follow-up tasks is a must. 
• Proficient problem-solving, reasoning, motivational, and organizational skills are essential. 
• Spanish language skills preferred: Fluency in both English and Spanish (verbal and written) to assist our bilingual employees. 

Special Requirements 

• Flexibility to work a varied schedule, including days, nights, weekends, and holidays, as our operations run seven days a week, with consistent late evenings based on event schedules. 
• May be exposed to theatrical smoke, strobe lights, pyrotechnics, intense sound, rapid motion video effects, smoke and odors. 

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