Associate, Solution Center

The USC HR Solution Center is a face paced environment where HR inquiries are received via inbound phone calls and email inquiries. The Solution Center Associate will be responsible for serving as the first point of contact for employees retirees and candidates reaching out to the HR Solution Center. This role will support a variety of HR related inquiries by providing resources and solutions completing transactions and escalating to appropriate Tier 2 as necessary.

This role will leverage a case management solution to document issues and resolutions and manage case information. They will ensure clean and accurate employee data is entered and personnel files are maintained. The Solution Center Associate is encouraged to identify opportunities for process improvement or automation in the HR Solution Center through their experience. An ideal candidate for this role will have a commitment to delivering high quality customer service with a friendly demeanor demonstrate flexible communications and effective listening skills eagerness to absorb knowledge and an ability to learn new skills quickly. This role will help enable USCs vision while championing USCs culture and values.

Job Responsibilities

The candidate for the position of Solution Center Associate will be responsible for:

• Providing clear efficient and courteous support to university employees who reach out to the HR Solution Center by phone or email with general HR related questions. Opening cases completing Workday transactions and entering all required information to ensure a clear record of employee cases is maintained. Update case throughout Tier 1 resolution process with information gathered from customer follow ups. Possessing an understanding of USCs business and how the Solution Center enables the HR functions success.

• Serving as a welcoming first point of contact for HR knowledge. Providing accurate and timely information to employees or escalating requests to Tier 2 for additional specialized support in a timely manner. Managing and maintaining clean and accurate employee records including personnel files through skilled and precise data entry and document management.

• Delivering clear and professional written and verbal communications. Demonstrating active listening skills and empathy in understanding employees unique needs. Acting as a public-facing representative of the HR function in all customer interactions. Asking questions and seeking support when faced with unfamiliar requests. Maintaining attentive and responsive lines of communication with the broader team to receive latest updates and keep the team informed of individual progress and challenges.

• Demonstrating resourcefulness when facing unfamiliar requests by proactively determining next steps toward resolution. Expanding HR knowledge through continuous learning opportunities. Soliciting constructive feedback and insights from managers and proactively incorporating suggestions into continuous improvement of work.

• Supporting efforts to gather data for informing system and process improvements. Demonstrating sound judgment in ranking competing priorities and making decisions. Escalating roadblocks or issues to Solution Center Lead (Tier 1) as needed.

• Developing trusting credible relationships from demonstrated ethical judgment behavior and practiced confidentiality. Promoting an environment that fosters inclusive relationships and creates unbiased opportunities for contributions through ideas words and actions that uphold principles of the USC Code of Ethics.

• Supporting strategic goals set by the team department and university. Demonstrating through words actions and ideas alignment to USCs strategic plan and the HR organizations strategic plan. Enabling the university to fulfill its academic and people missions through enhanced HR service.

• Performing other related responsibilities as requested and when necessary. The university reserves the right to add or change duties at any time.

Minimum Qualifications

The candidate for the position of Solution Center Associate must meet the following qualifications:

• Extensive applicable experience in human resources customer service or another related field.

• Strong written and verbal communications skills and the ability to maintain a consistently positive attitude and courteous phone and email tone.

• Efficient data entry skills and high words-per-minute speed.

• Demonstrated organizational and analytical skills and the ability to think strategically and creatively.

• Team-oriented self-starter with the ability to work independently and proactively.

• Demonstrated interpersonal skills and ability to exercise discretion with confidential information.

• Experience working on teams able to ask for help and provide support and guidance as needed on projects.

• Ability to provide support and guidance as needed on projects.

• Proficiency with Microsoft Office applications (Word Excel Outlook PowerPoint).

Preferred Qualifications

The ideal candidate for the position of Solution Center Associate has the following qualifications:

• Bachelors degree in business psychology communications or another related field.

• Three or more years of experience in one or more of the following fields: human resources customer service or higher education.

• Familiarity with case management systems.

• Experience developing guidelines policies documentation and procedures.

• Ability to interpret and apply pertinent rules and regulations and identify and implement continuous process improvements.

• Experience analyzing large datasets and reporting and presenting findings.

• Experience working in fast-paced environments with rapidly changing priorities able to triage requests and inquiries and route them to appropriate parties.

Additional Information

The budgeted salary range for this position is $28.30 - $30.88 per hour. When extending an offer of employment the University of Southern California considers factors such as the scope and responsibilities of the position the candidates work experience education/training key skills internal peer alignment federal state and local laws contractual stipulations grant funding as well as external market and organizational considerations.

To support faculty and staff well-being USC provides benefits-eligible employees with a broad range of benefits and perks to help protect their and their dependents health wealth and future. These benefits are available as part of the overall compensation and total rewards package. You can learn more about USCs comprehensive benefits here.

USC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin protected veteran status disability or any other characteristic protected by law or USC policy. USC observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance and with due consideration for patient and student safety. Please refer to theBackground Screening Policy Appendix Dfor specific employment screen implications for the position for which you are applying.

We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at or by email at. Inquiries will be treated as confidential to the extent permitted by law.

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