Position Details

Position Details

Requisition Number STA002508Classification TitleHR Service Center AssociateWorking TitleLocationStatesboro CampusDepartment3900350101-Human Resources, Office OfPosition StatusFull-TimePosition Summary

Office of Human Resources. The HR Service Center Associate delivers customer service support to the University on various HR subject matters fielding incoming calls/emails/chats/requests from employees to answer questions, resolve issues, and respond to inquiries related to broad HR based processes and systems. Engage with all stakeholders with a superior service orientation, quality focus, accuracy and efficiency.

Essential Functions

•Responds to inbound phone calls, employee self-service tickets, Google Chat and emails providing accurate, consistent and timely responses to HR process, system and policy requests.
•De-escalates situations through use of effective communication techniques and involves supervisor as necessary.
•Applies knowledge base, documented procedures, policies, and practices to accurately research and respond to calls/cases received.
•Makes escalated judgment decisions and provides resolution or distributes action items to appropriate HR team member.
•Tracks all customer inquiries, issues and transactions and requests and communicates resolutions and updates using ticket management tools and other tracking tools.
•Meets key performance measures such as first call resolution, average answer speed, and call quality and other service center metrics.
•Maintains a high standard of privacy and confidentiality.

Georgia Southern University is a Tobacco Free Campus.

Minimum Education Required

High School Diploma or equivalent

Could a level of job-related experience higher than the minimum required for the position substitute for the minimum level of education?NoMinimum Experience Required

Three or more years of related work experience

Could a level of education higher than the minimum required for the position substitute for the minimum level of job-related experience?NoKnowledge, Skills & Abilities

Effective communication (verbal and written), organization and human relations skills; ability to work well in a diverse environment; proficiency with computer and Microsoft Office Applications software including word processing, spreadsheets, and databases; legally authorized to work in the United States; successful completion of background investigation prior to employment

Preferred EducationPreferred ExperienceSalary Range$30,900Job Open Date09/09/2019Job Closing Date09/20/2019Special Instructions SummaryQuicklink for Postinghttp://employment.georgiasouthern.edu/postings/62112Required Applicant DocumentsRequired Documents

1. Resume
2. Cover Letter

Optional Documents

Supplemental Questions

Required fields are indicated with an asterisk (*).

1. * Do you have a High School Diploma or Equivalent ?
   • Yes
   • No
2. * Do you have three or more years of related experience?
   • Yes
   • No
3. * Do you have the ability to use PC computers and effectively utilize Microsoft Office Applications software including word processing, spreadsheets, and databases?
   • Yes
   • No
4. * Do you understand that Georgia Southern University is a tobacco and smoke-free community?
   • Yes
   • No
5. * Are you authorized to work lawfully in the United States?
   • Yes
   • No