HR Service Center Associate

Job description

HR Service Center Associate
Georgia Southern University

Requisition Number: STA002508

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

    Preferred Education:

    Preferred Experience::

    Salary Range: $30,900

    Job Open Date: 09/09/2019

    Job Closing Date: 9/20/2019

    Special Instructions Summary:

    To apply, visit:

    Georgia Southern University provides equal employment opportunities to all employees and applicants for employment without regard to race, color, sex, sexual orientation, national origin, religion, age, veteran status, political affiliation, or disability. Individuals in need of reasonable accommodations under the Americans with Disabilities Act to participate in the search process should notify Human Resources: (912) 478-5468 or HR-TDD: (912) 478-0791.

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    Job No:
    Posted: 9/10/2019
    Application Due: 9/23/2019
    Work Type: