HR Service Center Associate

Job description

HR Service Center Associate

Requisition Number
Classification Title HR Service Center Associate
Location Statesboro Campus
Department 3900350101-Human Resources, Office Of
Position Status Full-Time

Position 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? No

    Minimum 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? No

    Knowledge, 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

    Salary Range $30,900
    Job Open Date 09/09/2019
    Job Closing Date 09/20/2019

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    Job No:
    Posted: 9/10/2019
    Application Due: 9/10/2031
    Work Type: