Description
POSITION OBJECTIVE
This position serves as the point person for the sending and receiving of onboarding paperwork. Assists with substantive matters for Human Resources (HR) specialties, including benefits and employment. The HR service center coordinator will represent the human resources department as the first point of contact for general human resources inquiries. Responsible for facilitating a positive experience through concierge services and HR solutions for staff, faculty, managers, clients, and visitors. Responsible for providing administrative support to the employment team including weekly orientation preparation, and intake of onboarding paperwork.
ESSENTIAL FUNCTIONS
Responsible for smooth functioning of the HR service center reception area. Serve in the HR service center as a customer contact and source of information to staff and faculty on established HR policies, procedures, and programs. Greet and direct visitors and notify HR members when guests arrive. Answer incoming telephone calls in a positive manner, quickly establishing rapport over the phone. Administer and provide customer service for HR email alias accounts. Respond to clients in a polite and courteous manner, calmly and effectively handling routine and complex issues for customers while projecting patience and empathy. Responsible for quickly and accurately identifying and assessing client needs and taking the appropriate action steps to satisfy those needs by analyzing situations, probing for information to determine if the question can be answered immediately, routing or escalating to the service center manager or a subject matter expert if necessary, and adopting an effective course of action. Solve problems systemically by using sound business judgment and follow through, research and follow through with employee issues, educate, assist, and advise employees on HR processes and policies, provide guidance to staff and faculty regarding where they can obtain the information online in the future, and guide employees and external clients in accessing tools and resources. Ensure all forms are updated with relevant changes and restock physical forms as needed. Document customer calls, emails and client interactions. (35%)
Ensure incoming HR paperwork and forms are accurate and complete, including paperwork for new hires, benefits, tuition, and leaves of absence. Assist employees with completing paperwork as necessary. Act as primary contact for OnBase and Box.com. Assist employees with completing benefits enrollment paperwork, create benefits files with completed forms for new employees, and deliver completed benefits forms to benefits administration. Advise employees on ordering new benefits ID cards. Complete Medicare forms. Serve as point of contact for electronic records for the Benefits and Employment teams. (30%)
Assist applicants in applying to job openings through the online application process. Respond to applicant inquiries on the status of job openings and relevant benefits. Assist new staff and research associates with Form I-9 and onboarding paperwork upon hire. Serve as point of contact for all remote hire paperwork. Coordinate with the VISA office as necessary to deliver assistance to foreign workers and guests, and students with both routine and non-routine inquiries of a personal nature. Ensure new hire orientation is scheduled appropriately and provide necessary documentation for new employees to obtain an ID card. Support the employment team in coordinating the weekly orientation of newly hired employees (e.g., room arrangement notifications, organizing paperwork and packet materials, and supplies). Prepare, maintain, and distribute a list of new employees each week. Assist in maintaining accurate and updates orientation handout materials. Send new hire health exposure survey results to departments as necessary. (15%)
NONESSENTIAL FUNCTIONS
Assist with substantive projects for HR specialties, including but not limited to benefits and employment. Analyze processes and identify areas for improvement, and conduct research and benchmarking analysis for HR. (5%)
Post, remove, and update staff postings of positions as instructed. Serves as back-up to the Service Center Manager for posting staff positions and sending Kick-Off Emails. (5%)Assist with maintaining the human resources website as directed by the service center manager. Serves as secondary contact for international students, faculty, staff and scholars screening to meet with VISA staff. (3%)
Sort, distribute, and deliver HR mail and faxed materials daily. (1%)
Responsible for maintaining the HR service center and breakroom. Ensure the service center remains a welcoming environment. (1%)
Participate in and support the HR event planning committee (e.g., Benefits Fair, Staff Awards, Party on the Quad). (<1%)
Participate in training sessions, HR department staff meetings, HR department projects, and team projects. (<1%)
Perform other duties as assigned. (<1%)
CONTACTS
Department: Frequent daily contact with Benefits and VISA offices to seek information and resolution to employee inquiries. Frequent contact with employment staff to provide administrative support for job openings, new hire orientation, and other tasks. Regular contact with HR leadership and director regarding complex issues and special projects.
University: Daily contact with staff and faculty employees for multiple troubleshooting. Will regularly be the contact for communication sent by the university not directly related to work function.
External: Daily contact with customer inquiries outside the university (e.g., job applicants, agencies, organizations), employment history inquires.
Students: Frequent contact with international students waiting to be seen by the VISA department. Will take the requests of students, enter them into a chat and wait up to eleven minutes for a response to relay to student standing in front of the employee.
SUPERVISORY RESPONSIBILITIES
No supervisory responsibility.
QUALIFICATIONS
Experience/Education: Bachelor's degree required and 1 or more years of customer service experience with high volume of customer interactions OR High School education and 5 or more years of customer service experience with high volume of customer interactions. HR generalist experience or college coursework in Human Resources preferred.
REQUIRED SKILLS
Must be able to demonstrate positivity, empathy, ownership of actions, proactiveness, the ability to look for solutions beyond handbooks and identify experts within and outside of the department for advanced questions.
Ability to form effective partnerships with clients and establish rapports with others. Foster team spirit and cooperation within the HR Customer Service Center as well as special attention to the Benefits and VISA offices within the Department of Human Resources.
Excellent oral and written communication skills. Ability to communicate clearly and provide timely and accurate information. Must have excellent grammar skills for composing a variety of written communication for the university community.
Demonstrated ability to communicate and work effectively with different constituents and employees of all levels and from various backgrounds with empathy, care, and sincerity in voice, tone, and words.
Excellent interpersonal skills. Ability to interact with colleagues, supervisors, and customers face-to-face, over the phone and through email and chat functions. Must listen and communicate with professionalism and courtesy and encourage open expression of ideas and opinions.
Exceptional customer service skills. Models and reinforces the Human Resources mission. Ability to maintain a positive environment, treat others with respect, and demonstrate empathy while performing within stressful situations. Ability to demonstrate emotional intelligence.
Strong problem resolution skills. Ability to manage difficult customer situations and understand implications of decisions. Ability to research issues, analyze situations, and adopt course of action to respond to customer needs with or without precedent.
Ability to support the Human Resources department by following policies and procedures, completing tasks accurately and consistently, working with integrity, and upholding the organization's goals and values.
Ability to handle and maintain confidential and/or sensitive information with proper care and discretion. Maintain ethical values.
Use time effectively and efficiently. Ability to adjust to frequent change, delays, or unexpected events.
Demonstrate accuracy, thoroughness, and attention to detail; look for ways to improve and promote quality.
Strong organizational skills. Ability to handle multiple tasks and prioritize them accordingly.
Advanced knowledge of Microsoft Office application (i.e., Word, Excel, PowerPoint, Access) and Google Docs. Proficient in the use of the internet, knowledge of Drupal webpage maintenance and HR information systems (i.e., PeopleSoft and/or Oracle HR database system preferred.
Ability to consistently meet attendance requirements.
Willingness to learn and utilize generative AI.
Demonstrated history of successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest.
WORKING CONDITIONS
General office working environment.
Requirements
QUALIFICATIONS
Experience/Education: Bachelor's degree required and 1 or more years of customer service experience with high volume of customer interactions OR High School education and 5 or more years of customer service experience with high volume of customer interactions. HR generalist experience or college coursework in Human Resources preferred.
