Human Resources Representative, Customer Care (Customer Service Representative)

Job ID: 319394

Department

IU HUMAN RESOURCES (UA-HUMM-IUINA)

Department Information

Indiana University (IU) Human Resources (HR) supports the broader Indiana University academic and research mission, through a wide variety of strategic and operational functions related to recruiting, retaining, and developing a varied employee workforce.

IU Human Resources provides university-wide services with the explicit recognition of the following customers: executives, managers, employees, and federal and state agencies. Services are intended to be provided in a partnership environment; simultaneously accommodating fiscal realities and maintaining a commitment to quality and integrity.

Job Summary

IU Human Resources Customer Care team (AskHR) provides front-line HR customer service and support to employees across the university.

General Responsibilities

• Provides exceptional customer service by greeting and assisting customers, and responding to customer inquiries and complaints regarding the organization’s products or services
• Resolves questions and problems from students, employees, and other stakeholders accurately by explaining and interpreting policies and programs with limited research and guidance; provides answers to questions and resolutions to problems
• Makes periodic calls to existing customers to determine satisfaction with the organization, products, and services
• Builds and maintains business relationships with a variety of customers, including current and prospective students, parents, employees and dependents, departmental representatives, and other stakeholders, to promote customer loyalty and provide information about university programs and services
• Ensures timely and accurate processing of information consistent with university policies
• Updates and maintains basic information into databases
• Redirects complex questions and issues to higher-level appointed staff and/or managers
• Maintains high standards of confidentiality of all records and documents

Qualifications

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

EDUCATION

Required

• High school diploma or equivalent (such as HSED or GED)

WORK EXPERIENCE

Required

• 2 years of relevant experience

SKILLS

Required

• Proficient written and verbal communication skills
• Maintains a high degree of professionalism
• Demonstrates time management and priority setting skills
• Demonstrates a high commitment to quality
• Possesses flexibility to work in a fast paced, dynamic environment
• Highly thorough and dependable
• Demonstrates customer service skills
• Ability to build strong customer relationships
• Friendly and service-oriented
• Strong verbal communication and listening skills
• Demonstrates problem solving skills
• Effective interpersonal skills
• Effective conflict management skills

Preferred

• Ability to comfortably navigate multiple computer applications at once
• Demonstrates collaboration, teamwork, and the ability to foster belonging
• Skilled using case management and call center software
• Knowledge of/familiarity with various employer benefit offerings
• Bilingual in English and Spanish a plus

Working Conditions / Demands

This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus. The person in this role must be able to perform the essential functions with or without an accommodation.

Work Location

Indianapolis, Indiana

Advertised Salary

$19.50 – 20.00 per hour

Benefits Overview

For full-time staff employees, Indiana University offers a wide array of benefits including:

• Comprehensive medical and dental insurance
• Health savings account with generous IU contributions
• Healthcare and dependent care flexible spending accounts
• Basic group life insurance paid by IU
• Voluntary supplemental life, long-term disability, critical illness, and supplemental accidental death & dismemberment insurance
• Base retirement plan with generous IU contributions, subject to vesting
• Voluntary supplemental retirement plan options
• Tuition subsidy for employees and family members taking IU courses
• 10 paid holidays plus a paid winter break each year
• Generous paid time off plans
• Paid leave for new parents and IU-sponsored volunteer events
• Employee assistance program (EAP)

Learn more about our benefits by reviewing the IU Benefit Programs Brochure.

Job Classification

Career Level: Intermediate

FLSA: Nonexempt

Job Function: General Administration

Job Family: Customer Service

Click here to learn more about Indiana University’s Job Framework.

Equal Employment Opportunity

Indiana University is an equal opportunity employer and provider of ADA services and prohibits discrimination in hiring. See Indiana University Notice of Non-Discrimination here which includes contact information.

Contact Us

Request Support
Telephone: 812-856-1234

Tagged as: Employment