HR Service Center Representative

University of Texas at Austin

2mo ago

Job
Full-time
Mid Level
Customer Relations
People, HR & Administration
Austin
Quick Apply

AI generated summary

You need a Bachelor’s degree or 4 years HR experience, strong communication skills, HRIS knowledge, problem-solving aptitude, detail orientation, and fluency in Spanish preferred.
You will assist customers with employment applications, I-9 processing, onboarding, and HR inquiries while providing exceptional service and coordinating with various HR areas for support.

Requirements

A Bachelor’s degree in human resources, business administration or equivalent or a high school diploma or GED and four of experience working in human resources and relevant work experience.
Excellent communication skills, interpersonal skills, ethics, and cultural awareness.
Resourceful, problem-solving aptitude and thorough knowledge of HR procedures and policies.
Advanced knowledge of MS Office, HRIS systems, and comfortable learning new technical systems as needed, i.e., Zoom, MS Teams, Skype and Benefit Focus.
The ability to research and respond to multiple requests from various University of Texas at Austin CSU’s and departments as well as external organizations and discuss options with customers regarding various aspects of policies and workflow procedures so tasks may be completed (for example, processing qualifying life event changes, basic benefit inquiries, handling of employment verifications, assisting with the processing of the Form I-9, status of ticket inquiries and basic procedures, etc.).
Handle administrative tasks for onboarding, new hire orientation, employment verifications and background checks, including entering data into HR information systems and auditing for accuracy and compliance.
Complying with all relevant laws regarding reporting and records retention.
Must be able to perform secure Department of Public Safety (DPS) background checks and vendor background checks for prospective candidates, may not have any DUI’s or DWI’s.
Processing of State of Texas Prior Service requests for inbound and outbound employees timely and accurately.
Experience providing problem solving or issue resolution in a customer service environment in a timely manner and accurately while handling a high volume of calls and in person contact within a call center service environment.
Ability to process Teacher Retirement System (TRS) and Optional Retirement Plan Paperwork.
Ability to facilitate presentations and assist with New Hire Employee Welcome Orientation.
Experience working with detailed data reports and to research information for customer in order to accurately resolve customer inquiries using critical and analytical thinking while being able to communicate effectively using proper business etiquette and processes both verbally and in writing.
Exhibit professional demeanor at all times using tact, diplomacy, through the use of strong communications skills, and judgment required in dealing with others.
Efficiently access multiple electronic systems to provide a complete response to our internal and external customers.
Relevant education and experience may be substituted as appropriate.
Bachelor’s degree with demonstrated experience working in a fast-paced, high call volume human resource call center customer service environment.
Strong detail-oriented and resourceful mindset with a demonstrated ability in handling complex customer service issues on the phone and in person working with customers.
Active working knowledge using Workday HRIS or similar system strongly preferred.
Possess knowledge, skills and abilities of basic employee benefits administration, and solid knowledge base of processing of employee federal form I-9s and the ability to assist others with understanding the rules related to the I-9 function.
Experience in handling general human resource tasks.
Knowledge of State and Federal regulatory HR laws State of Texas preferred.
Fluency in speaking and writing Spanish.

Responsibilities

Serve as a subject matter expert to provided advanced assistance to all customers on the University online employment application process, to include employment testing and temporary employment program.
Assist departments with the completion of the Form I-9 process as well as serve as the subject matter expert on USCIS guidance and policies. Instruct CSU's on how to properly attach and upload documents in Workday and handle federal E-Verify tasks.
Utilize all available HR informational resources and customer issue tracking systems to intake, handle or properly direct customers to the specialized areas of Human Resources to include the following; benefits, retirement, leave management, employee relations, TX Global (international student services office), compensation and other related areas. Administers appropriate onboarding guidance and direction.
Contribute to daily team operations of the HR Service Center functions in which, all candidates, students, faculty and staff employees receive the highest level of customer service assistance and or direction either in person, through the ticketing system, by phone or email on HR related issues and inquiries to the department.
Assists with the administration of human resource programs as requested; responds to requests for information and assistance from employees, management, and the public; prepares and analyzes reports; provides data and reports for compliance purposes as needed and coordinates with Team Leads to ensure departments are contacted with any action steps needed.
Other related functions as assigned.

FAQs

Do we support remote work?

Yes, we do remote work but in a hybrid format.

What is the salary range for this position?

The salary range for the HR Service Center Representative position is $47,000.

What are the working hours for this role?

The working hours are Monday to Friday, from either 8:30 am to 5:30 pm or 9:00 am to 6:00 pm, with some weekend work required during peak times.

What qualifications are required for this position?

A Bachelor’s degree in human resources, business administration, or equivalent; or a high school diploma/GED with four years of relevant HR experience, along with excellent communication skills and knowledge of HR procedures and policies.

Is prior experience in customer service necessary?

Yes, experience providing problem solving or issue resolution in a customer service environment, particularly a high volume call center, is required.

Are there any language requirements for this position?

Fluency in speaking and writing Spanish is preferred.

What benefits does UT Austin offer for this position?

UT Austin provides competitive health benefits, generous paid vacation, retirement plan options, tuition assistance, free training, an expansive employee discount program, and free access to libraries and museums.

Do I need to submit a background check for this position?

Yes, a criminal history background check will be required for finalist(s) under consideration for the position.

How do I apply for this job?

To apply, submit a resume/CV, a letter of interest, and three work references with contact information through the online job application system.

What special skills are beneficial for this role?

Advanced knowledge of MS Office and HRIS systems, problem-solving aptitude, and the ability to conduct research and respond to multiple inquiries effectively are beneficial for this role.

University of Texas at Austin

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Mission & Purpose

The University of Texas at Austin is one of the largest public universities in the United States. Founded in 1883, the University has grown from a single building, eight teachers, two departments and 221 students to a 350-acre main campus with 21,000 faculty and staff, 16 colleges and schools and more than 50,000 students.