CUSTOMER SERVICE GENERALIST

CUSTOMER SERVICE GENERALIST
DEPARTMENT OF HUMAN RESOURCES
CITY OF WORCESTER

The City of Worcester is seeking qualified applicants for the position of Customer Service Generalist for the Administrative Division within the Department of Human Resources. Under the direction of the Director of Administration, the Customer Service Generalist serves as the first point of contact for the City of Worcester's Human Resources Office. This position provides exemplary customer service in-person, by phone, and via email to City of Worcester employees, retirees, residents and constituents. The Customer Service Generalist is responsible for addressing general inquiries and concerns related to all Human Resources Divisions, which includes Administration, Hiring, Benefits, Labor Relations and Safety, and Payroll. This position supports various administrative functions as needed, such as processing job applications, assisting with new hire onboarding, handling employee benefits transactions, providing accounts payable support for Human Resources, and helping with large-scale mailings and data entry tasks. This position may require work after hours during open enrollment period(s).

Bilingual applicants are encouraged to apply.

ESSENTIAL ELEMENTS:

• Perform considerable customer service in person, by phone, and via email in a polite and professional manner.
• Greet, receive, and direct customers to appropriate City departments and divisions when necessary.
• Respond to incoming telephone calls, direct calls to the appropriate parties, address inquiries or requests, and accurately record messages when needed.
• Monitor the Human Resources general email inbox and respond to or appropriately forward inquiring and requests.
• Work with all Human Resources Divisions to resolve department inquiries, primarily related to benefits and employment.
• Collect, review, and process Labor (Civil) Service Applications.
• Receive and review various Human Resource forms.
• Perform clerical duties in an office setting (data entry, mailings, copying, filing, etc.)
• Assist and guide customers with applying for open City employment opportunities.

SECONDARY ELEMENTS:

• Provide administrative support to all Human Resources Divisions.
• Process benefits (health, dental, vision, life, etc.) enrollments and changes using carrier systems and proprietary software.
• Calculate medical premiums owed and/or refunds.
• Maintain benefits files with appropriate documentation.
• Assist with processing life insurance benefits.
• Assist with purchasing/procurement/requisitions of office supplies and other miscellaneous purchases.
• Maintain the physical appearance of the reception area.
• Perform other duties as necessary.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Strong organizational and interpersonal skills
• Strong written and verbal communication skills
• Strong time management skills and attention to detail
• Ability to maintain professionalism under all circumstances
• Ability to perform basic math functions
• Ability to manage multiple priorities in a fast-paced office environment
• Ability to work with diverse populations
• Ability to operate standard office equipment (computer, calculator, copier, fax, shredder, etc.)
• Ability to work independently and as part of a team
• Ability to work occasional after work hours
• Ability to maintain confidentiality
• Regular onsite attendance is required

MINIMUM REQUIREMENTS:

• High school diploma or equivalent
• Two (2) years of experience providing customer service in an office setting
• Computer proficiency, including Microsoft Office Word, Excel, and Outlook
• Excellent communication skills

PREFERRED QUALIFICATIONS:

• Two (2) years of experience performing administrative work in an office setting
• One (1) year of experience administering/processing employee benefits
• One (1) year of experience working in a Human Resources office
• Prior experience with Workday

SALARY RANGE: $24.74 - $29.94 hourly, full-time, with an excellent benefits package.

To apply, please visit: www.worcesterma.gov/employment or send resume and cover letter to: City of Worcester, 455 Main Street, Room 109, Worcester, MA 01608. OPEN UNTIL FILLED, applications received prior to or on FRIDAY, SEPTEMBER 12, 2025, will receive preference. Preference is given to Worcester residents. The City of Worcester is an equal opportunity, affirmative action employer. Women, minorities, people with disabilities and protected veterans are encouraged to apply. Direct inquiries to: City Hall, Human Resources, Room 109, 508-799-1030, Hiring@worcesterma.gov.