Service Center Representative

The Division of Human Resources is seeking a detail-oriented candidate with strong customer service skills to work as a Service Center Representative in the Division of Human Resources. This role will serve as the first point of contact for handling inquiries from employees and others regarding benefits, staffing, and other HR-related issues and processes. This role will have an emphasis on document management in addition to normal Service Center Representative responsibilities. Responsibilities include, but are not limited to: Courteously answering phone calls and, when appropriate, directing the inquiries to subject matter experts within the Human Resources office; proficiently handling inquiries through a variety of delivery methods (in-person, teleconference, telephone, email); working effectively with a broad range of constituencies in a diverse community; reviewing assigned paperwork to ensure compliance with policy, procedures, and applicable state and federal regulations; maintaining the highest degree of confidentiality, with particular regard to Personally Identifiable Information (PII); contributing to or assisting with employee programs on benefits and HR transactions. The ideal candidate will be able to use an advanced ticketing system to track customer inquiries, gather data, monitor response time, increase response accuracy, and enhance the customer's overall experience.

Strong administrative and customer service experience in an academic or professional office environment. Demonstrated knowledge and proficiency with current office computer software such as Word, Excel, MS Teams, and Outlook. Experience handling and maintaining confidential records. Ability to work collaboratively and effectively with individuals, units, and constituencies of multicultural backgrounds. Excellent analytical skills with the ability to investigate and resolve discrepancies and ensure the integrity of data. Excellent communication and interpersonal skills. The ability to organize, plan and prioritize work while managing multiple tasks simultaneously with successful outcomes within deadlines. Ability to develop ideas in a logical sequence, to process data efficiently, accurately, and develop effective solutions in a fast-paced, high-volume environment.

Bachelor's degree in human resources, business administration, management, or related field or equivalent level of training and experience. Experience interpreting and applying human resources policies and procedures. Experience using a service management client or customer service ticketing system. Experience with payroll and/or human resources management systems, such as Banner. Experience with online applicant tracking systems, such as PageUp. Experience working in a state agency or a university setting. Experience in a call center environment.

3

Non-Exempt: Eligible for overtime

Restricted

Commensurate with experience up to $44,000 per year

40

June 2, 2025

The successful candidate will be required to have a criminal conviction check.

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