HR Customer Support Specialist

American University; Washington; Hybrid; USD 40,000 - 41,000; Full time

Job summary

The HR Customer Support Specialist at American University serves as the primary contact for the Human Resources Department, delivering high-touch support to employees across channels. Responsibilities include routing ServiceNow tickets, researching inquiries in Workday and legacy systems, and providing in-person guidance at the HR front desk.

This role also ensures office efficiency by coordinating I-9 verifications, processing employment verifications, managing supplies, and supervising front

Qualifications

• High school diploma or equivalent required.
• 1-3 years of relevant experience.
• Experience with Microsoft Office: Word, Excel and PowerPoint required.

Responsibilities

• Triages inquiries and creates service tickets in ServiceNow; uses Workday to look up information and resolves simple issues.
• Greet visitors at HR front desk, answer phones, provide information, and manage front desk voicemail.
• Provide support to HR staff; oversee equipment orders, repairs; maintain supplies and office equipment.
• Distributes and/or handles requests for written employment verifications.
• Supervise the front desk work study or PT student employees for consistent service.

Skills

Customer service

Front desk operations

Communication skills

ServiceNow

Workday

Microsoft Office

Education

High school diploma or equivalent

Bachelor's degree or equivalent

Tools

ServiceNow

Workday

Outlook

Job description

American University

American University is a student-centered research institution located in Washington, DC, with highly-ranked schools and colleges, internationally-renowned faculty, and a reputation for creating meaningful change in the world. Learn more about American University.

Department

HR Operations

Time Type

Full time

Job Type

Regular

FLSA Status

Non-Exempt

Work Modality

Hybrid 01 (On Campus 3-4 Days/Week)

Union

Excluded

Job Description

Summary

The HR Customer Support Specialist serves as the primary point of contact for the Human Resources Department, providing high-touch, professional support to employees across all communication channels. The Specialist manages the full lifecycle of employee inquiries from answering initial calls and routing ServiceNow tickets regarding new hires, personnel changes, payroll, benefits, and HR policy, to providing in-person assistance for walk-in customers. Beyond direct support, this position ensures the HR office runs efficiently by managing I-9 employment verifications, completing verification of employment, overseeing office logistics and supply orders, and providing leadership and coordination to front desk student staff.

Essential Functions

• Interacts with the customer and gathers information to triage and determine details of the inquiry or problem using the ServiceNow system. Creates appropriate service request tickets in ServiceNow and/or handles and/or resolves incoming tickets. Uses the Workday and the legacy systems to lookup, research and gather information and pertinent facts pertaining to the inquiry or problem; Provides first call resolution for a variety of inquiries or issues reported by the customer and escalates the more complicated problems through the appropriate channels. Communicates with customers in follow-up to calls or tickets, gathering details, providing information or answering questions.


• Deliver high-quality customer service to department’s customers at the HR front desk by greeting visitors, answering phones, and providing assistance and/or information as appropriate. Manage the front desk voicemail and verifies employment by completing the I-9 form in Workday.


• Provide support to HR staff; oversee equipment orders, repairs; maintain supplies and office equipment; identify enhancements to customer and office services for internal staff.


• Distributes and/or handles requests for written employment verifications.


• Supervise the front desk work study or PT student employees to ensure coverage and efficient and consistent level of service.

Supervisory Responsibility

• Indirectly supervise and coordinate the work duties of the front desk student/part-time employees.

Competencies

• Serving Customers.


• Displaying Creativity.


• Prioritizing and Organizing.


• Prioritizing and Organizing.

Position Type/Expected Hours of Work

• Full-time.


• 35 hours per week.


• The schedule is Monday - Friday, 9am - 5pm.


• Hybrid 1 work modality (3 - 4 days in person).

Salary Range

• $29.38 - $30.00 per hour.

Required Education and Experience

• High school diploma or equivalent.


• 1 - 3 years of relevant experience.


• Experience with Microsoft Office: Word, Excel and PowerPoint programs are required.

Preferred Education and Experience

• Bachelor's degree or equivalent.


• 2 - 4 years of relevant experience.


• Human resources experience preferred.


• Experience with Outlook products preferred.

Additional Eligibility Qualifications

• Excellent communication skills (oral and written) are essential.


• Must be able to complete the I-9 Training to become I-9 Certified.

Other Duties

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefits

AU offers a competitive benefits package. Click here to learn about American University's unique benefit options.

Other Details

• Hiring offers for this position are contingent on successful completion of a background check.


• Employees in staff positions at American University must deliver their services to the university from either the District of Columbia, Maryland, or Virginia, or perform work on-site at the university.


• Please note this job announcement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.


• American University is an E-Verify employer.

Current American University Employees

American University current employees must apply through their employee Workday account. If you are a current employee at American University, please log into Workday and select the Find Jobs report which will take you to our internal career listings.

Contact Us

For more information or assistance with the American University careers site, email [e-mail].

American University is an equal opportunity, affirmative action institution that operates in compliance with applicable laws and regulations. The university does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual’s genetic information or any other bases under federal or local laws (collectively \"Protected Bases\") in its programs and activities.