Employee Relations Customer Service Agent

2 weeks ago

Morgantown, West Virginia, United States West Virginia University Hospitals, Inc. Full time

Position Title: HR Customer Service Specialist

Overview: The HR Customer Service Specialist serves as the primary liaison for staff and management within the HR Service Center. This role is essential in addressing general inquiries related to HR programs and procedures through various communication channels.

Minimum Qualifications:

Education and Experience:

1. High school diploma or equivalent with five years of experience in HR support, customer service, or data management; OR

2. Associate's degree with three years of experience in HR support, customer service, or data management; OR

3. Bachelor's degree with one year of experience in HR support, customer service, or data management.

Core Responsibilities:

The responsibilities outlined below provide a general overview of the tasks associated with this position. Additional duties may be assigned as necessary:

1. Respond promptly to inquiries via chats, calls, and service requests from employees, managers, and HR team members, aiming to resolve 90% of inquiries on the first contact.

2. Offer guidance to managers and employees on HR policies, procedures, forms, and processes.

3. Identify and address employee questions and requests effectively.

4. Clarify inquiries by researching and providing the necessary information.

5. Resolve issues by investigating problems, exploring solutions, and escalating unresolved matters to a supervisor.

6. Assist in coordinating additional HR functional support activities as directed by management.

Customer Service Excellence:

7. Anticipate and respond to customer needs, maintaining proactive communication until resolution.

Team Collaboration:

8. Exhibit collaborative and respectful behavior in all interactions.

9. Work alongside team members to achieve collective goals.

10. Be open to diverse ideas and perspectives.

11. Support the training and development of less experienced team members.

Performance Improvement:

12. Foster a positive work environment.

13. Show adaptability and willingness to embrace change.

14. Identify opportunities for enhancing HR administrative processes.

15. Make informed decisions using sound judgment.

Financial Responsibility:

16. Utilize resources efficiently and seek cost-effective methods for job functions.

Physical Requirements:

The physical demands necessary for this role include:

1. Prolonged periods of sitting and standing.

2. Working extensively on a computer.

Working Environment:

The work environment characteristics typical for this position include:

1. Standard office environment.

Skills and Abilities:

1. Exceptional customer service skills.

2. Ability to manage call volume effectively.

3. Familiarity with HR policies and procedures.

4. Strong verbal and written communication skills to interact with diverse groups.

5. Proficiency in MS Office and relevant HR software.

6. Capability to evaluate multiple factors to determine appropriate actions.

7. Exercise discretion in handling sensitive information.

8. Ability to thrive in a fast-paced environment while managing multiple priorities.

9. Strong attention to detail and accuracy.

Note: This temporary position is expected to last a minimum of six months, contingent upon satisfactory performance.

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