State of Massachusetts Customer Service Specialist in Boston, Massachusetts

The Commonwealth of Massachusetts Executive Branch is one of the state's largest employers with over 42,000 employees that span 9 secretariats and 70 agencies. From Accountants to X-ray technicians with hundreds of titles in between, we are one employer with many career opportunities. The Commonwealth is looking for leaders, thinkers, creators and innovators. We are a diverse workforce that reflects the diverse population that we serve.

The mission of the Human Resources Division (HRD) is to attract, develop and retain a high performing workforce in order to ensure the delivery of constituent services across the Commonwealth. Presently, HRD is managing a transformation of its HR service delivery platform to improve the effectiveness of its service to recruit top talent; develop its workforce; and manage its operations more efficiently. Through the transformation, HRD will establish its capacity to act as an innovative business partner, known for strategic talent management in areas of workforce planning, recruitment, competency-based training and employee retention.

The HR Shared Services Center seeks to function as a single point of contact for HR transactions with the goal to continuously improve the quality and value of the services provided.

*Job Summary:

The Human Resources Division (HRD) is seeking a Customer Service Specialist to join the HR Shared Services Center, who will be responsible for providing excellent and effective customer service for all customers by answering inquiries, fulfilling request and resolving problems maintaining customer satisfaction with our services.

*Duties and responsibilities include, but are not limited to, the following:

  • Answer general time and attendance questions

  • Complete time and attendance entries on behalf of employees

  • Reset Self Service Time and Attendance, MassCareers, PACE and ACES passwords for employees

  • Assure quality and accuracy of information received, communicated and recorded

  • Interact with HR Shared Services Center customers, via phone or email in a professional manner

  • Ensure compliance with HRD policies and procedures in customer interaction

  • Responds in a timely and accurate manner to customer service calls, ensuring that service issues and concerns are addressed in a respectful and professional manner.

  • Assign inquiries to the appropriate individual within the HR Shared Service Center and/or group for review and resolution

  • Operate and access various systems and applications to respond to inquiries

  • Follow communication and scripts when handling specific topics

Preferred Qualifications

  • Experience working in a call center

  • Ability to communicate effectively, both verbally and in writing

  • Ability to use office equipment (computer, copier, scanner, fax machine)

  • Ability to work independently

  • Ability to adapt to varying work situations

  • Ability to follow instructions and function effectively as a member of a teamAbility to listen closely to customers and clearly articulate a response

  • Excellent interpersonal, written and verbal communication skills with the ability to present clear, concise, and timely communications.

  • Ability to work in a face pace environment

  • Knowledge of Service Now ticketing application

  • Knowledge of OnBase desktop application by Hyland Unity Client

  • Experience using Taleo / MassCareers Application Tracking System and the Human Resources Compensation Management System (PeopleSoft)

*This requisition will remain open until filled; however, first consideration will be given to those applicants that apply within the first 14 days.


Applicants must have at least (A) two years of full-time, or equivalent part-time professional experience in personnel work, the major duties of which includes classification, staffing job analysis and/or job evaluation or (B) any equivalent combination of the required experience and the substitutions below:

May require possession of a current and valid Massachusetts Motor Vehicle Driver’s License at a Class level specific to assignment.


  1. An Associate’s degree may be substituted for a maximum of one year of the required experience*.

  2. A Bachelor’s degree or higher may be substituted for the required experience*.

*Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

Job: *Human Resources

Organization: *Human Resources Division

Title: Customer Service Specialist

Location: Massachusetts-Boston-19 Staniford Street

Requisition ID: 180006SW