• Job Description

  Req#: 252786

  The HRSS Specialist is responsible for managing HR case management through phone and self-service. This position leverages technology, digital platforms, and our human capital management and case management systems to provide an exceptional service experience, promote and encourage employee self-service, and respond to inquiries not resolved at the Tier 0 self-service level (through the enterprise employee portal).

  This position will work within a case management system and a digital knowledge base in a call center environment and has access to confidential employee information. This position will gather information and escalate employee questions to the appropriate team in accordance with department policies and procedures. This role processes cases and escalations within established quality measures and SLAs.

  THE STARTING PAY: $18/hour.

  THE DAY-TO-DAY:

  • Utilize case management system tools to respond to written and oral inquiries from employees, managers, retirees, and family members regarding HR questions, issues, problems, and status changes within defined SLAs and quality measures.

  • Use appropriate grammar and vernacular to respond to employee cases using case management and phone technology (phone calls, chat, emails, case responses).

    Resolve Tier 1 cases in a professional, sensitive, and customer-focused manner in accordance with Company policies, procedures, and Service Level Agreement.

    Escalate cases in accordance with, and as defined by HRSS policy and procedures to the appropriate team.

  • Collaborate with internal and external resources to furnish or obtain needed information to close cases not escalated

    Refer employees, managers, retirees, and families to HR self-service technology, outside vendors, or other resources as appropriate.

  • Meet or exceed goals and key performance indicators (KPI) for optimal delivery of service to all customers

  • Maintain confidentiality at all times.

  WHAT YOU WILL NEED:

  • High School Diploma or GED.
  • At least one (1) year of prior c ustomer service, inbound call centers, or related experience.

  WHAT CAN HELP YOU STAND OUT:

  • Experience in a call center environment listening to and summarizing information into case management systems.
  • Bilingual in both oral and written form.
  • S trong customer service with the ability to navigate complex conversations, determine needs and effective provide solutions.

• About the company

  MGM Resorts International is an American global hospitality and entertainment company operating destination resorts in Las Vegas, Massachusetts, Detroit, Mississippi, Maryland, and New Jersey, including Bellagio, Mandalay Bay, MGM Grand, and Park MGM.

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