Serve as a front-line customer service representative for the Human Resources Information Center, responding to phone, email, and in-person inquiries
Resolve routine and escalated HR questions and issues by applying a broad understanding of HR policies, procedures, and systems
Process HR transactions accurately and timely, including benefits enrollments, changes, and related activities
Partner with customers to resolve delays caused by incomplete or inaccurate submissions
Maintain accurate and confidential personnel records in accordance with university policies and legal requirements
Interpret and clearly communicate HR policies and procedures to employees and departments
Use HR information systems and call center tools to document, track, and resolve customer needs
Identify trends and recommend process improvements to enhance efficiency, service quality, and customer satisfaction
Provide education, guidance, and training to employees and departments as needed
Collaborate with the HR Information Center Manager on special projects and service enhancements

Bachelor’s degree or equivalent combination of education and experience
At least one year of experience in Human Resources or one year in a customer-focused, production-oriented environment
Experience working in a fast-paced setting requiring strong organizational and multitasking skills
Prior call center or in-person customer service experience preferred
Strong customer service orientation with a commitment to delivering high-quality support
Effective verbal and written communication skills
Analytical and problem-solving abilities with attention to detail
Ability to work collaboratively and effectively with diverse populations
Intermediate proficiency with Windows, Microsoft Word, and internet-based tools
Experience with HR systems such as SAP and Kenexa BrassRing preferred
Bilingual language skills are a plus, but not required

Human Resources Information Center Specialist

Key skills