Employee Service Center Representative

This is a Full Time Job

Who are we hiring?

The Full-Time Employee Service Center (ESC) Representative is a core, consistent presence within the Employee Service Center, supporting day-to-day operations across MSG venues. This role performs all Tier 1 responsibilities while helping maintain daily operational continuity, supporting HelpDesk execution, compliance readiness, onboarding support, and day-to-day office operations. The Full-Time Representative partners closely with the ESC Lead for guidance and reinforcement and is managed by the Supervisor.

What will you do?

• Support daily operational continuity, including HelpDesk execution and compliance readiness, in partnership with the ESC Lead and Supervisor.

• Serve as the primary point of contact for Tier 1 employee inquiries, resolving requests within SLA and escalating Tier 2 matters appropriately.

• Assist employees with absences, call-offs, and attendance-related questions in accordance with policy.

• Resolve staffing and timekeeping issues, including missed clocks, schedule changes, pay inquiries, and Time & Attendance questions.

• Support employee onboarding, including new hire paperwork, I-9 processing, and orientation support as needed.

• Contribute to HR functions such as licenses and certifications, training support, and Time & Attendance–related disciplinary processes.

• Provide day-to-day guidance and knowledge sharing to Part-Time Representatives to promote consistent execution.

• Partner with assigned ESC leadership and Coordinators to maintain alignment and smooth daily operations.

• Support the ESC office with on-site operational tasks essential to sustaining business operations.

What do you need to succeed?

• 1 year of experience in a call center, HR, or administrative support environment (scheduling, payroll, employee services).

• Proficiency in Microsoft Office and comfort navigating HRIS and case management systems (e.g., Oracle).

• Strong customer service skills and the ability to operate calmly in a fast-paced, high-volume, event-driven environment.

• Strong communication, organization, and problem-solving skills with attention to detail.

• Ability to handle sensitive employee situations with professionalism and sound judgment

• Spanish language skills preferred: Fluency in both English and Spanish (verbal and written) to assist our bilingual employees.

Special Requirements

• Must be available to work a flexible, onsite schedule including days, nights, weekends, and holidays, to support 24/7 operations and event-based late evenings.

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