Customer-Driven HR Contact Center Associate

Jefferson Health; Jefferson Center (PA); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical (including prescription)

Dental

Vision

Retirement plans

Tuition assistance

Job summary

Jefferson Health is seeking an HR Contact Center Associate to serve as the frontline resource for employees and managers, delivering timely guidance on benefits, payroll, onboarding, policies, and HR systems. You will support inquiries via phone, chat, and case management, ensuring accurate triage and escalation when needed.

Reporting to the HR Contact Center Supervisor, you will use standardized knowledge and tools to achieve first-contact resolution while maintaining data privacy and high

Qualifications

• 1+ year to 3 years of experience in HR, customer service, or contact center environment.
• Strong customer service and communication skills.
• Ability to handle high-volume inquiries with accuracy and professionalism.
• Basic understanding of HR processes and employee lifecycle.

Responsibilities

• Serve as the first point of contact for employee and manager HR inquiries via phone, chat, and case management systems.
• Resolve Tier 1 inquiries using knowledge base articles, SOPs, and standard scripts to ensure consistency and accuracy.
• Provide guidance on HR processes, policies, and system navigation (e.g., Workday self-service).
• Document all interactions in case management systems, ensuring completeness and accuracy.
• Triage and route complex or specialized inquiries to Tier 2 or Tier 3 teams with appropriate documentation and context.
• Meet established service level agreements (SLAs), quality standards, and productivity expectations.
• Ensure compliance with HR policies, data privacy standards, and audit requirements.
• Utilize knowledge base tools and contribute feedback to improve content accuracy and usability.
• Stay current on HR policies, processes, and system updates to ensure accurate guidance.
• Deliver a high-quality, customer-focused experience through professional communication and empathy.
• Collaborate with team members and supervisors to address trends, improve service delivery, and share knowledge.

Skills

Customer service

Communication

Attention to detail

Multitasking

Education

High School Diploma/GED

Bachelor’s degree in HR or related field (preferred)

Tools

Workday

Job description

Jefferson Health is seeking an HR Contact Center Associate to serve as the frontline resource for employees and managers, delivering timely guidance on benefits, payroll, onboarding, policies, and HR systems. You will support inquiries via phone, chat, and case management, ensuring accurate triage and escalation when needed.

Reporting to the HR Contact Center Supervisor, you will use standardized knowledge and tools to achieve first-contact resolution while maintaining data privacy and high