Human Resource Customer Experience Representative

The University of Texas at Arlington; Arlington (TX); Hybrid; USD 42,000 - 54,000; Full time

Job summary

The University of Texas at Arlington is seeking an HR Customer Experience Representative to serve as the primary contact for the Office of Talent, Culture, and Engagement. The role assists walk-in customers, handles the main phone line and email boxes, and routes inquiries to ensure timely, accurate resolutions.

Ideal candidates hold a Bachelor’s degree with six months of HR experience or five years of equivalent education/experience and have proficiency in Microsoft Office.

Qualifications

• Bachelor’s degree and six (6) months of work experience in human resources OR five (5) years of an equivalent combination of education and experience.
• Must have experience utilizing Microsoft Office products.

Responsibilities

• Answer and track a medium to large volume of inbound calls, emails from multiple inboxes, and in-person customers efficiently while providing white glove service to each of them.
• Develop a strong understanding of all Centers of Excellence within TCE, including but not limited to Benefits, HR Information Systems and Employee Records, Student Employment, Talent Acquisition, Onboarding, Leave Management, Leadership and Talent Development, International Employment, Wellness, Employee Relations, and all related policies and procedures.
• Answer Human Resource questions and direct customers to information sources for forms, policies, procedures, and operations of the department.
• Partner and communicate with Human Resource Centers of Excellence to keep knowledge base and information up to date.
• Perform proactive review of the various HR self-service portals, communications channels, and website to support an exceptional customer experience.
• Perform routine data collection, process forms, generate reports, and complete special projects for all HR functions.
• Performs other duties assigned.

Skills

Customer service

Communication

Confidentiality

Multitasking

Education

Bachelor’s degree

Tools

Microsoft Office

Job description

• Bilingual preferred.

Purpose of Position

The Human Resources Customer Experience Representative is the primary point of contact for the University of Texas at Arlington’s Office of Talent, Culture, and Engagement (TCE). The position will assist walk-in customers, answer the main phone line, and main email boxes, answering general Human Resource questions, and routing those that require additional expertise or access to ensure customer needs are resolved accurately and efficiently

Essential Functions

• Answer and track a medium to large volume of inbound calls, emails from multiple inboxes, and in-person customers efficiently while providing white glove service to each of them. Follow up with customers via phone, email, or survey to improve customer experience.
• Develop a strong understanding of all Centers of Excellence within TCE, including but not limited to Benefits, HR Information Systems and Employee Records, Student Employment, Talent Acquisition, Onboarding, Leave Management, Leadership and Talent Development, International Employment, Wellness, Employee Relations, and all related policies and procedures.
• Answer Human Resource questions and direct customers to information sources for forms, policies, procedures, and operations of the department.
• Partner and communicate with Human Resource Centers of Excellence to keep knowledge base and information up to date.
• Perform proactive review of the various HR self-service portals, communications channels, and website to support an exceptional customer experience.
• Perform routine data collection, process forms, generate reports, and complete special projects for all HR functions.
• Performs other duties assigned.

Required Qualifications

• Bachelor’s degree and six (6) months of work experience in human resources OR five (5) years of an equivalent combination of education and experience.
• Must have experience utilizing Microsoft Office products.

Preferred Qualifications

• Bachelor’s degree and one (1) year of work experience in human resources.
• Experience with customer service, answering busy phone lines and/or routing calls and emails.
• Intermediate skills in Microsoft Office products.
• Bilingual preferred.

Knowledge, Skills & Abilities

• Ability to work in a fast-paced environment with flexibility to adjust to changing priorities.
• Ability to maintain confidentiality and exhibit professional demeanor.
• Communication, organizational and interpersonal skills.
• Computer and typing skills, including a working knowledge of Microsoft Office products.
• Customer service and follow-through skills.
• Attention to detail and the ability to handle multiple priorities.
• Ability to establish and maintain a base knowledge of UTA Human Resources processes and procedures.

Work Schedule

• Monday through Friday; 8:00am through 5:00pm
• Hybrid work environment (remote & office).

Benefits Information

Position is benefit eligible: Yes

We are proud to offer a comprehensive benefits package to our employees at the University.

https://www.uta.edu/hr/employee-benefits