Human Resources Service Center Representative (95% -100% Remote)

What You'll Be Doing

This position is 95% -100% remote, with some onsite work as necessary.

The Human Resources Service Center Representative (HRSC Rep) is the superhero with the answers! If you are seeking a career where you can extend superior and responsive customer service and you enjoy being the problem-solver, creating an exceptional customer experience, the HRSC Rep is the position for you!

The HRSC Rep is the first point of contact, fielding a volume of HR related questions via email, phone, and in the future, web-based intake forms. The HRSC Rep exemplifies excellent customer service and time-management skills to ensure all inquiries are addressed in a timely and effective manner. As the first-line problem solver, the HRSC Rep is focused on: understanding and resolving customer questions and issues; researching solutions, gathering and processing data; and ensuring data integrity and accuracy (in entry and filing). The HRSC Rep may escalate more complex issues to managers and other subject matter experts. All work is performed primarily in a hybrid office environment under the guidance of a supervisor.

A day in the life of the HRSC Rep may include:

Initial contact/Tier 1 for inbound emails and calls from internal and external customers, applicants, employees, and managers regarding a broad range of human resources inquires including benefits, payroll, recruitment, etc.

Research solutions using computer systems, subject matter experts, and other resources (i.e. policies, processes, etc.)

Explain insurance coverage options, and other benefits, and assist customers in completing enrollment in benefits programs

Document all contacts and outcomes utilizing computer-based tracking system

Initiate status Reports to customers when delays occur in responding to an inquiry

Perform verifications of employment and process Public Service Loan Forgiveness requests

And of course, other duties as assigned

Please note: All Wake County Government remote workers must reside in one of the following states: North Carolina, Florida, Georgia, South Carolina, Tennessee, Texas, or Virginia.

About Our Team

Through strategic partnership with County leadership, the Human Resources Department provides collaborative, innovative human resource programs and services that are customer-driven and results-oriented.

The Basics (Required Education and Experience)

High school diploma or GED

One year of experience in human resources administration

Equivalent education and experience are accepted

Beyond the Basics (Preferred Education and Experience)

Associate or Bachelor’s degree (preferably in Human Resources or related field)

Professional experience in a customer-service focused HR environment

Professional experience responding to inquiries and explaining HR or benefits related information including, time and attendance, leave of absence, applicant tracking systems and basic recruitment processes, and payroll

Local, County and/or State government experience a plus, but not required

How Will We Know You're 'The One'?

A strong desire to (and professional history of) provide exceptional customer service, problem resolution, and positive customer experiences through email and phone calls. This includes exhibiting a positive attitude, active listening, and utilizing interpersonal skills to understand customer’s needs as well as responding in a timely and appropriate manner

Ability to understand, discuss and apply HR and benefits policies, procedures, and programs to answer questions and effectively resolve customer issues

Demonstrated commitment to managing confidential and sensitive information with tact and discretion

Technology savvy, using multiple software packages and web-based systems to effectively accomplish work in Microsoft Office Tools