HR Contact Center Specialist — Employee Support

Jefferson Health; Philadelphia (Philadelphia County); On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Medical insurance

Dental and vision

Retirement plans

Tuition assistance

Paid time off

Job summary

The Human Resources Contact Center Associate at Jefferson Health serves as the frontline contact for employees and managers, delivering timely HR guidance across benefits, payroll, onboarding, policies, and HR systems. You will maintain high-quality service through phone, chat, and case management while escalating to Tier 2 when needed.

Reporting to the HR Contact Center Supervisor, you’ll leverage standardized tools and processes to resolve issues at first contact and support a positive

Qualifications

• High School Diploma or GED required.
• 1–3 years in HR, customer service, or contact center.
• Strong customer service and communication skills.
• Ability to follow standardized processes and use knowledge tools.

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 bases, SOPs, and scripts.
• Provide guidance on HR processes, policies, and system navigation (Workday self-service).
• Document all interactions in case management systems with accuracy.
• Triage and route complex inquiries to Tier 2/3 with context.
• Meet SLAs, quality standards, and productivity expectations.
• Ensure compliance with HR policies and data privacy standards.
• Stay current on HR policies and system updates.

Skills

Customer service

Communication

Case management

Multitasking

Education

High School Diploma/GED

Bachelor’s degree in HR or related field

Tools

Workday

Job description

The Human Resources Contact Center Associate at Jefferson Health serves as the frontline contact for employees and managers, delivering timely HR guidance across benefits, payroll, onboarding, policies, and HR systems. You will maintain high-quality service through phone, chat, and case management while escalating to Tier 2 when needed.

Reporting to the HR Contact Center Supervisor, you’ll leverage standardized tools and processes to resolve issues at first contact and support a positive