HR Helpdesk Specialist: First Contact

Ochsner Health; New Orleans (LA); On-site; USD 42,000 - 54,000; Full time

Job summary

Ochsner Health is seeking an HR Call Center Associate to be the first point of contact for employees, leaders, applicants, and retirees. You will log inquiries in the case management system and provide accurate information using scripts and reference materials.

Responsibilities include handling tickets, escalating issues as needed, contributing to training of new associates, and ensuring timely, high-quality responses with a focus on first-call resolution in a healthcare environment.

Qualifications

• Experience in an HR call center environment is preferred.
• Ability to achieve first call resolution and document tickets accurately.
• Strong written and verbal communication skills with a customer service focus.

Responsibilities

• Serve as the first point of contact for HR inquiries via call and email.
• Provide accurate, timely responses using reference materials and scripts.
• Identify issues requiring escalation and assist with de-escalation.
• Document caller details and issue information in the HR ticket system.
• Assist with training and guidance for new Associates on processes.
• Maintain data accuracy and support adherence to department guidelines.

Skills

Customer service

Verbal communication

Written communication

Data entry

Problem solving

Windows proficiency

Education

Associates degree

Bachelor's degree

Tools

HR call tracking

Job description

Ochsner Health is seeking an HR Call Center Associate to be the first point of contact for employees, leaders, applicants, and retirees. You will log inquiries in the case management system and provide accurate information using scripts and reference materials.

Responsibilities include handling tickets, escalating issues as needed, contributing to training of new associates, and ensuring timely, high-quality responses with a focus on first-call resolution in a healthcare environment.