Service Center Representative
Service Center Representative
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1 Vacancy
Job Description
Job Description
The Division of Human Resources is seeking a detailoriented 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 HRrelated issues and processes. This role will have an emphasis on document management in addition to normal Service Center Representative responsibilities. 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 (inperson 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 with particular regard to Personally Identifiable Information (PII); contributing to or assisting with employee programs on benefits and HR transactions. 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 customers overall experience.
Required Qualifications
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. 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 fastpaced highvolume environment.
Preferred Qualifications
Bachelors degree in human resources business administration 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 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.
Pay Band
3
Overtime Status
NonExempt: Eligible for overtime
Appointment Type
Restricted
Salary Information
Commensurate with experience up to $44000 per year
Hours per week
40
Review Date
June 2 2025
Additional Information
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 handson transdisciplinary approach to preparing scholars to be leaders and problemsolvers. A comprehensive landgrant 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 36000 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.
Virginia Tech endorses and encourages participation in professional development opportunities and university shared governance. These valuable contributions to university shared governance provide important representation and perspective along with opportunities for unique and impactful professional development.
Virginia Tech does not discriminate against employees students or applicants on the basis of age color disability sex (including pregnancy) gender gender identity gender expression genetic information ethnicity or national origin political affiliation race religion sexual orientation or military status or otherwise discriminate against employees or applicants who inquire about discuss or disclose their compensation or the compensation of other employees or applicants or on any other basis protected by law.
If you are an individual with a disability and desire an accommodation please contact Marisela Garza at during regular business hours at least 10 business days prior to the event.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
