HR Service Specialist

HR Service SpecialistThe HR Service Specialist provides a high level of customer service to clients across multiple levels of the institution to address needs directly related to the Office of Human Resources (OHR). The client is also known as employees, supervisors, students, retirees, executives, and/or external partners. Serve as the first point of contact with OHR and will provide information and guidance primarily by phone, email, and case tracking system. Provide support to clients with sensitive and confidential information in a timely manner. Communicate effectively (written and verbal) to best match the client's style, needs, and level of understanding in creating the optimal customer interaction. Anticipate the concerns of others and ask clarifying questions to assist with understanding the clients' needs. Research, analyze, and work with appropriate levels within the service center to facilitate implementation of corrective action or ensure problem resolution. Cross train to include assigned project work related to a specified area within OHR (i.e. Benefits, Records, Reporting, Data entry). Represent Human Resources to our UWG campus and external partners daily delivering quality service meeting the mission and vision of UWG.Collaborate with OHR Business Partners - Provide full range of customer services directly related to Human Resources through the service center accurately and in a timely manner. Communicate with client via phone or email utilizing the case tracking system. Respond to internal and external inquiries and/or problems while effectively applying critical thinking skills and applying processes to non-routine questions. Research and resolve questions and problems by working with the appropriate levels within the service center. Functional Subject Matter Expert - Serve as cross-trained subject matter expert for specific functional areas within the service center to include: employment verifications, benefits (TAP-tuition assistance program, retirement, retiree inquiries, general benefit related inquiries), data (entry, verification, and integrity), internal and external reporting, and personnel record maintenance. Provide coverage for the Administrative Support Sr. position (front desk coverage) as needed to ensure consistent OHR staff coverage for guests and campus partners. Problem Resolution / Process Documentation - Assist with creating/updating process documents and job aids. Participate in work groups with leadership to review, analyze, and facilitate corrective action or ensure problem resolution with the goal to ensure effective and efficient customer service. Professional Development / Special Projects - Participate in professional development opportunities. Assist with team and departmental special projects as needed.Educational Requirements High School Diploma or GED. Required Experience Must effectively apply critical thinking skills when resolving system-related issues and applying process to non-routine transactions. Must have exceptional customer service skills, be deadline-oriented with the ability to make sound, informed decisions. Ability to perform in a team environment. Minimum of two years' experience in Human Resources with a working knowledge in one or more of these areas: payroll, benefits, student employment, employment services, or another related field. (Other Required Qualifications): Excellent verbal and written communication skills using a voice tone, speed, enunciation, and volume that can be understood.Additional Preferred Qualifications High School Diploma or GED. Preferred Experience PHR certification preferred; (Other Preferred Experience): Working knowledge of Microsoft Excel, Microsoft Word, SmartSheet, and Google products.$24.50 an Hour. Paid on a Bi-Weekly Basis.ABILITIES Effectively apply critical thinking skills, Ability to perform in a team environment, Deadline oriented. KNOWLEDGE Experience in Human Resources with a working knowledge in one or more of these areas: payroll, benefits, student employment, employment services, or another related field. Consequences of Error Statement: Errors in this position can have a significant impact on the quality and effectiveness of Human Resources services provided to employees, supervisors, students, retirees, executives, and external partners. Inaccurate information, failure to properly process transactions, incorrect data entry, mishandling of confidential information, or delays in responding to inquiries may result in payroll discrepancies, benefits issues, reporting inaccuracies, compliance risks, diminished customer satisfaction, and loss of trust in Human Resources services. Mistakes may require substantial time and resources to correct and could negatively affect employee experience, institutional operations, and the university's ability to meet legal, regulatory, and organizational requirements. Due to the position's role as a primary point of contact and subject matter expert within the HR Service Center, a high degree of accuracy, confidentiality, sound judgment, and attention to detail is required. SKILLS Excellent verbal and written communication skills, Exceptional customer service.The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards.Offers of employment are contingent upon completion of a background investigation including a criminal background check demonstrating your eligibility for employment with the University of West Georgia as determined by the University of West Georgia in its sole discretion; confirmation of the credentials and employment history reflected in your application materials, reference checks; and, if applicable, a satisfactory credit check. Applicants may be subject to a pre-employment drug test. Offers are made expressly subject to the applicable federal and state laws, to the statutes, rules and regulations of this institution and to the Bylaws and Policies of the Board of Regents (BOR) of the University System of Georgia (USG), which are available for your inspection upon request.Equal opportunity and decisions based on merit are fundamental values of the University System of Georgia (USG). The Board of Regents prohibits discrimination on the basis of an individual's age, color, disability, genetic information, national origin, race, religion, sex, or veteran status ("protected status"). No individual shall be excluded from the participation in, denied the benefits of, or otherwise subjected to unlawful discrimination, harassment, or retaliation under, any USG program or activity because of the individual's protected status; nor shall any individual be given preferential treatment because of the individual's protected status, except that preferential treatment may be given on the basis of veteran status when appropriate under federal or state law.The mission of the University of West Georgia is to enable students, faculty, and staff to realize their full potential through academic engagement, supportive services, professional development, and a caring, student-centered community. The institutional mission and daily operation of the University of West Georgia are guided by our values that support our vision to be the best place to work, learn, and succeed: ACHIEVEMENT, CARING, COLLABORATION, INCLUSIVENESS, INNOVATION, INTEGRITY, SUSTAINABILITY, and WISDOM.Position of Trust.