"Human Resources Associate - Human Resources Service Center"

Job Summary

Deliver first tier customer service support to the University on various Human Resources subject matters. Provide first point of contact support to calls/emails/chats/MyHelp tickets/in person requests internal and external to the University. Respond to inquiries to answer questions and resolve issues. Provide administrative support for the department.

Responsibilities

• Responds to inbound phone calls, employee self-service tickets, Google Chat and emails providing accurate, consistent and timely responses to HR process, system and policy requests
• Maintains a high standard of privacy and confidentiality
• De-escalate situations through use of effective communication techniques and involve supervisor as necessary
• Apply knowledge base, documented procedures, policies, and practices to accurately research and respond to calls/cases received
• Makes escalated judgment decisions and provide resolution or distribute action items to appropriate HR team member
• Tracks all customer inquiries, issues and transactions and request and communicate resolutions and updates using ticket management tools and other tracking tools
• Initiates outgoing calls when call-back is required
• Meets key performance measures such as first call resolution, average answer speed, and call quality and other service center metrics
• Assists HR Call Center Manager with the development of standard operating procedures; Provide input to update and maintain knowledge base, FAQs, solutions and troubleshooting guides
• Perform reviews of Frequently Asked Questions/New Policy and Procedure lists to identify steps needed to answer client inquiries and add new questions or issues to database

Required Qualifications

Educational Requirements

• High school diploma or equivalent

Required Experience

• Three (3) or more years of related work experience

Preferred Qualifications

Additional Preferred Qualifications

• Specialized knowledge in Human Resources
• Ability to input data into HR systems with a high level of accuracy and efficiency

Preferred Experience

• Experience explaining employee policies and procedures
• Experience with customer service
• Experience with Avaya or other call center phone systems

Proposed Salary

$18.12 per hour

This is a non-exempt position paid on a biweekly basis.

Required Documents to Attach

• Resume
• Cover Letter
• Two (2) Professional References

Knowledge, Skills, & Abilities

ABILITIES

• Consistently exhibit engaging customer service
• Ability to support various constituencies served by the University
• Proven proficiency with computers including Microsoft Office, Google, and/or applications as required for specific position
• Ability to coordinate resources and meetings in an effective and timely manner, and demonstrate respect for others
• Ability to prioritize tasks in order to meet deadlines and adapt to change
• Ability to work well independently or work collaboratively in a professional manner
• Ability to maintain confidentiality and secure sensitive information

KNOWLEDGE

• Adhere to University policies and procedures to meet Institutional goals and support University's mission for student success

SKILLS

• Effective communication (verbal and written), organizational and human relations skills
• Possess critical thinking skills

Apply Before Date

January 9, 2026

Application review may begin as early as November 19, 2025.

Location

Statesboro Campus - Statesboro, GA

Department Information

Human Resources