Position Summary

Supporting the MSU Human Resources department, the HR Generalist serves as a frontline representative in the Solutions Center, providing exceptional first-point-of-contact customer service to employees, retirees, and members of the public. This role involves interacting positively with customers through phone, email, in-person visits, and HR-related events while utilizing various university systems to independently interact with all HR stakeholder groups to answer questions, problem-solve, as well as explain and educate stakeholder groups on requirements related to MSU policies, work rules, contracts, systems, and regulations.

In addition to providing direct assistance, the HR Generalist maintains current knowledge of HR and university resources, fostering strong working relationships across HR teams to connect customers with appropriate and specialized support when needed.

As an HR Generalist on the HR Customer Service Team, you serve as the front counter support for all visitors to HR. You are responsible for creating a customer-centric and high-quality service environment. Whether on the phone, via email, at the front counter, or while assisting at an event, you serve as the gateway to guests' memorable experiences, embodying MSU HR's commitment to high-quality service as a knowledgeable and reliable resource. You contribute to improving the customer and employee experience through solution-oriented service excellence and process improvement.

Key Responsibilities

Front Desk Operations – 35%

Manage front desk responsibilities including greeting and assisting visitors promptly and professionally, receiving forms and deliveries, accepting payments, and ensuring a welcoming, service-oriented environment. Provide in-person support using active listening, courteous and professional verbal communication, confidentiality, and sound judgment. Utilize HR systems such as Genesys, EBS, PageUp, and university resources to resolve or appropriately route inquiries. This role requires strong written and oral communication and interpersonal skills, including verbal, non-verbal, active listening, and written communication, which are essential across all tasks.

Email & Operational Support – 25%

Respond to customer inquiries via email with accuracy, professionalism, and attention to detail. This includes analyzing requests, triaging inquiries appropriately, and using HR systems and university resources to resolve or escalate cases.

Responsibilities also include documenting all customer interactions to support service continuity and reporting; generating employment verification salary keys and assisting with VOE (Verification of Employment) requests using The Work Number; researching and routing moderately complex HR issues through systems such as EBS, SAP, PageUp, Equifax, and The Work Number; and collaborating with the HR Customer Service Experience Manager to support service quality improvement initiatives.

This role also requires staying current on MSU HR policies and internal functions to provide accurate and complete service while effectively managing workload and priorities to meet service levels and maintain confidentiality.

Phone and Callback Support – 25%

Deliver timely and professional customer service through the Genesys Cloud contact center system. Handle inbound calls and callback requests, accurately document interactions, protect confidential information, and apply sound judgment. Utilize systems such as EBS, SAP,  PageUp, Equifax, and the Work Number to address or escalate inquiries as necessary.

New Hire Orientation (NHO) Support – 10%

Assisting the HR Customer Service manager in coordinating virtual and in-person New Hire Orientation sessions. This includes sending and following up on invitations, maintaining tracking sheets, distributing evaluations, updating orientation materials, preparing folders, handling registration, and managing setup and teardown.

Additional Duties as assigned to carry out the mission of the department, division, and university - 5%

Remote Work Capability

This position is based in East Lansing, Michigan and is a unionized staff position. There is the capability of working a hybrid schedule and after the training period has been completed, the position may work up to one day per week remotely and will require four days per week onsite. All work schedules and schedule changes must be pre-approved by the supervisor.

Minimum Requirements

Knowledge equivalent to that which normally would be acquired by completing a four-year college degree program in human resources, a related social science field, business or a related field; six months to one year of related and progressively more responsible or expansive work experience in human resources; or an equivalent combination of education and experience.

Desired Qualifications

Proven ability to deliver excellent, friendly, professional, and solution-oriented customer service; experience working with individuals from diverse racial, ethnic, socioeconomic, LGBTQIA+, and gender backgrounds;); proficient in delivering correct, complete, concise, and compassionate messages in all mediums.

Demonstrated ability to learn and utilize multi-channel contact center management software; proven ability to provide timely and effective service, promptly addressing customer inquiries, feedback, and concerns; competent in prioritizing tasks and managing time to maximize customer satisfaction; at least six months of experience in an HR-specific role.

Substantial knowledge or experience using some of the HR-related systems currently used by MSU Human Resources is desired but not required (SAP/EBS, PageUp, Equifax, HireRight, Image Now, I-Chat); familiarity with MSU employment policies and contracts also is desired; ability to learn quickly and strong team orientation desired; HR-specific degree and/or certifications preferred but not required (CHRS, PHR, SHRM-CP, etc.).

Equal Employment Opportunity Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, age, disability or protected veteran status.

Required Application Materials

Please submit resume and cover letter. References not initially required but will be requested for candidates at the finalist stage.

Work Hours

STANDARD 8-5

Website

https://hr.msu.edu/

Remote Work Statement

MSU strives to provide a flexible work environment and this position has been designated as remote-friendly. Remote-friendly means some or all of the duties can be performed remotely as mutually agreed upon.

Bidding Eligibility ends April 8, 2025 at 11:55 PM