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 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 data management and review in the ticketing system. 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; Contributing to or assisting with employee programs on benefits and HR transactions; Assisting with document management. 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.
This position can accommodate a hybrid schedule of one day of remote work each week. The flexible schedule will need to be coordinated with other members of the team to ensure appropriate office coverage.
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. Demonstrated experience handling and maintaining confidential records. Demonstrated 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 admin, 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. Experience with online applicant tracking systems. Experience working in a state agency or a university setting. Experience in a call center environment.
Salary range of $35,000-$35,500
August 15, 2022
The successful candidate will be required to have a criminal conviction check.
About Virginia Tech
Dedicated to its motto, Ut Prosim (That I May Serve), Virginia Tech pushes the boundaries of knowledge by taking a hands-on, transdisciplinary approach to preparing scholars to be leaders and problem-solvers. A comprehensive land-grant institution that enhances the quality of life in Virginia and throughout the world, Virginia Tech is an inclusive community dedicated to knowledge, discovery, and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36,000 undergraduate, graduate, and professional students in eight undergraduate colleges, a school of medicine, a veterinary medicine college, Graduate School, and Honors College. The university has a significant presence across Virginia, including the Innovation Campus in Northern Virginia; the Health Sciences and Technology Campus in Roanoke; sites in Newport News and Richmond; and numerous Extension offices and research centers. A leading global research institution, Virginia Tech conducts more than $500 million in research annually.
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