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Customer Service Coordinator

2 months ago

Blacksburg, Virginia, United States Commonwealth of Virginia Full time

Job Summary

The Commonwealth of Virginia 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.

Key Responsibilities

  • Courteously answer phone calls and direct inquiries to subject matter experts within the Human Resources office.
  • Proficiently handle inquiries through various delivery methods, including in-person, teleconference, telephone, and email.
  • Work effectively with a broad range of constituencies in a diverse community.
  • Review assigned paperwork to ensure compliance with policy, procedures, and applicable state and federal regulations.
  • Maintain the highest degree of confidentiality, particularly regarding Personally Identifiable Information (PII).
  • Contribute to or assist with employee programs on benefits and HR transactions.

Requirements

  • 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.
  • Ability to organize, plan, and prioritize work while managing multiple tasks simultaneously with successful outcomes within deadlines.

Preferred Qualifications

  • Bachelor's degree in human resources, business administration, management, or a 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.

Additional Information

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