Human Resources Associate - Human Resources Service Center

Georgia Southern University•Statesboro, GA

42d•$18•Onsite

About The Position

Deliver first tier customer service support to the University on various Human Resources subject matters. Provide first point of contact support to calls/emails/chats/MyHelp tickets/in person requests internal and external to the University. Respond to inquiries to answer questions and resolve issues. Provide administrative support for the department.

Requirements

High school diploma or equivalent
Three (3) or more years of related work experience
Consistently exhibit engaging customer service
Ability to support various constituencies served by the University
Proven proficiency with computers including Microsoft Office, Google, and/or applications as required for specific position
Ability to coordinate resources and meetings in an effective and timely manner, and demonstrate respect for others
Ability to prioritize tasks in order to meet deadlines and adapt to change
Ability to work well independently or work collaboratively in a professional manner
Ability to maintain confidentiality and secure sensitive information
Adhere to University policies and procedures to meet Institutional goals and support University's mission for student success
Effective communication (verbal and written), organizational and human relations skills
Possess critical thinking skills

Nice To Haves

Specialized knowledge in Human Resources
Ability to input data into HR systems with a high level of accuracy and efficiency
Experience explaining employee policies and procedures
Experience with customer service
Experience with Avaya or other call center phone systems

Responsibilities

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
Maintains a high standard of privacy and confidentiality
De-escalate situations through use of effective communication techniques and involve supervisor as necessary
Apply knowledge base, documented procedures, policies, and practices to accurately research and respond to calls/cases received
Makes escalated judgment decisions and provide resolution or distribute action items to appropriate HR team member
Tracks all customer inquiries, issues and transactions and request and communicate resolutions and updates using ticket management tools and other tracking tools
Initiates outgoing calls when call-back is required
Meets key performance measures such as first call resolution, average answer speed, and call quality and other service center metrics
Assists HR Call Center Manager with the development of standard operating procedures; Provide input to update and maintain knowledge base, FAQs, solutions and troubleshooting guides
Perform reviews of Frequently Asked Questions/New Policy and Procedure lists to identify steps needed to answer client inquiries and add new questions or issues to database