Human Resource Service Specialist

Virginia Commonwealth University Health Systems
United States, Virginia, Richmond
Apr 23, 2025
The Human Resources Service Specialist I is responsible for providing exceptional customer service and support to team members across VCU Health System. This role serves as the first point of contact for employees and managers seeking HR related assistance. The HR Service Specialist I is also responsible for managing and completing all incoming HR4U case inquiries within a time frame of 24-48 hours ensuring timely and accurate resolution. Essential Job Statements Provide excellent customer service by actively listening and asking probing questions to fully understand the request and follow through on completion. Provide timely and accurate information guidance and support to employees and managers through various communication channels, such as phone and case management system. Handle and resolve complex employee inquiries and issues, escalating to the appropriate HR team members when necessary Consistently and accurately utilize the case management system to create, modify, and close resolved issues. Clearly and concisely documents interactions with customers using proper documentation. Preserves employee confidentiality when reviewing or discussing employee data or reasons for contacting HR. Acts with a sense of urgency and prioritizes workflow based on issue type. Consistently provide accurate information to team members by leveraging the information provided within the systems knowledge base. Performs other duties as assigned. Participates in special projects to support the mission for VCUHS and department. Accepts alternate assignments as required. Patient Population: Not applicable to this position. Employment Qualifications Required Education: High School Diploma or Equivalent Combination of education and experience will be considered in lieu of a degree. Preferred Education: Licensing/ Certification Licensure/Certification Required: N/A Licensure/Certification Preferred: Minimum Qualifications Years and Type of Required Experience: 0-1 Years of Experience in a call center or area with high volume of telephone inquiries. Aptitude for technology and be comfortable working in many different systems. Excellent listening and communication skills with ability to provide high quality customer service. Must be team-focused, self-motivated, and work with a modest degree of supervision. Able to multi-task in fast paced environment while being detail oriented. Working Conditions: Periods of high stress and fluctuating workloads may occur. General office environment. Physical Requirements Physical Demands: Lifting/ Carrying (0-50 lbs.) Work Position: Sitting Additional Physical Requirements/ Hazards Physical Requirements: Repetitive arm/hand movements Hazards: Mental/Sensory -Emotional Mental/Sensory: Reasoning, Problem solving, Hearing, Speak clearly, Write Legibly, Reading, Logical thinking Emotional: Fast pace environment, Frequent and intense customer interactions, Able to adapt to frequent change EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4.