City of Boston

Human Resources Customer Service Representative

Posted Date 2 weeks ago(9/8/2021 8:34 AM)
Req ID
ASD Human Resources
Regular Full-Time
ASD-Human Resources
Salary Min
Salary Max
Posting End Date
Contact Email


 Brief Job Description (essential functions of the job):


The Customer Service Representatives (CSRs) will serve as the primary point of contact for city employees in providing assistance to help them fulfill their responsibilities,including documenting, tracking, and resolving inquiries in a standardized manner, with the goal of delivering excellent customer service to end-users, including employees,personnel officers and timekeepers.


  • Serves as the primary contact for employees and the general public, provides accurate and timely information; receives, tracks and responds to employee inquiries and requests for human resources information received through phone calls, email, web form or walk ins.
  • Assists applicants and employees with questions or concerns related to the City of Boston’s websites; ensures appropriate follow up as required.
  • Provides customer satisfaction through effective and timely resolution of inquiries. Ensures requests designated as high priority receive an immediate response or are routed to the supervisor.
  • Informs callers about Human Resources policies and procedures with assistance from supervisor as appropriate.
  • Researches questions or concerns and escalates issues to appropriate personnel for resolution when appropriate. Makes each interaction a teaching opportunity by promoting future use of online services.
  • Updates Hub passwords and provides guidance to employees and the general public on the Career Center, Employee Self Service, and City of Boston website.
  • With supervisory approval, develops instructional documentation such as, but not limited to FAQs and other knowledge management materials. May work with the DoIT team to update content on the Hub Help Center site, citywide kiosks, training information, etc.
  • Covers for front desk during breaks and vacations as needed.
  • Assists with special projects as assigned.
  • Updates job knowledge and skills by participating in educational opportunities, seminars and other similar activities.
  • Maintains files, records or logs as required.
  • Performs related duties as required.

Minimum Entrance Qualifications:

  • Must have a minimum of three (3) years of full-time, or equivalent part-time,clerical or administrative work in which the major duties included customer service and/or computer experience in an office environment. One year in human resources highly preferred. 
  • High school diploma or equivalent required; Associates degree preferred.
  • Knowledge of administrative and clerical practices and procedures for evaluation.
  • Knowledge of computer software programs such as MicrosoftOffice and Google Suite to create and edit documents.
  • Working knowledge of City of Boston’s Human Resources policies, practices and procedures preferred.
  • Ability to plan, organize and process a high volume of work in a timely manner.
  • Ability to effectively communicate orally and in writing,and to prepare reports and correspondence as required.
  • Ability to identify and resolve problems according to accepted procedures.
  • Ability to provide quality customer service in person and over the telephone.
  • Ability to establish and maintain effective working relationships with Personnel Officers, vendors, co-workers and other employees.
  • Ability to exercise good judgment, exercise discretion and maintain confidentiality, and focus on detail as required by the job.

Boston residency required.



Union/SalaryPlan/Grade: RL-15

Hours per week: 35 



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