Job Summary

The (HRSC) Human Resources Service Center Representative I interacts with a diverse set of customers in support of in-bound telephone calls and emails from faculty, professional staff, students and retirees regarding Human Resource, Benefits, Recruiting, and HR/Benefits applications inquiries.

Essential Functions

• Responds to associate inquiries submitted via phone, email, postal service, etc. related to HR Systems (Banner) Benefits, Compensation, Talent Acquisition, Performance Management, and general HR policy and procedures questions in a timely and efficient manner. Prioritizes issues and escalate issues as necessary.
• Take ownership of the customer issue or problem to identify and drive to a possible win-win solution. Take the frontline responsibility for problem identification and elimination.
• Possess an understanding of the HR System applications, Recruiting, Benefits /Leave processes and administration to ensure compliance and reduce company exposure.
• Use appropriate software for contact tracking, information gathering, research, documenting customer contacts, and problem resolution. Accountable for 100% of contact transaction documentation daily.
• Verify customer identity and maintain confidentiality and confidential information.  Monitor customer satisfaction levels and participate in developing improvement plans.
• Data entry/collection of all associate changes to include new hires, terms, job changes, personal data changes, benefits.
• Ensures accuracy of all Personal Action Form transactions.  Communicates with management on corrections and/or clarifications of job data to ensure Drexel policies and procedures are adhered to.
• Maintains a working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives.
• Other duties as assigned.

Required Qualifications

• High school diploma or GED
• Experience with Microsoft Office applications (Word, Excel, Access, etc.).
• Strong communicator both verbal and written with strong listening skills.
• Good problem-solving skills.
• Proven ability to multi-task and work in an ever-changing environment.
• Scheduling flexibility to include working overtime based upon client demands (e.g. seasonal open enrollment periods).
• Ability to work in a team environment with a client service focus.
• Knowledge of HRIS and web-based employee self-service applications.
• Good analytical skills needed to manage time well, prioritize effectively and handle multiple deadlines.
• Basic knowledge of employee benefits, employment practices and recruitment.
• Interacts with co-workers, visitors, and other staff consistent with the core values of the University.

Preferred Qualifications

• 2 years' experience in Human Resource Call Center and/or HR Service Delivery preferred.
• Bachelor's degree in HR or business-related field.

Physical Demands

• Typically sitting at a desk/table
• Typically standing, walking
• Lifting demands up to 25lbs.

Location

• University City – Philadelphia, PA

Additional Information

This position is classified as Non-Exempt, grade H. Compensation for this grade ranges from $17.14 to $25.71 per hour. Please note that the offered rate for this position typically aligns with the minimum to midrange of this grade, but it can vary based on the successful candidate’s qualifications and experience, department budget, and an internal equity review. 

Applicants are encouraged to explore the Professional Staff salary structure and Compensation Guidelines & Policies for more details on Drexel’s compensation framework.

For information about benefits, please review Drexel’s Benefits Brochure. 

Special Instructions to the Applicant

Please make sure you upload your CV/resume and cover letter when submitting your application.

Review of applicants will begin once a suitable candidate pool is identified.