HR Service Center Representative

Job Summary

The HRSC Representative I is the main point of HR contact for all of Drexel University’s faculty, professional staff, retirees, and students. They are responsible for responding to employee and student inquiries, while providing exceptional customer service, by answering all in-bound calls and email inquiries about HR related topics.

The HRSC representative partners closely with our colleagues in the HR Centers of Excellence who include Benefits, Talent Acquisition, HRIS, Compensation, Learning and Development, and the HR Business Partner Team by working side-by-side with these areas daily to ensure efficiency and support their strategic plans.

The HR Service Center Representative I is responsible for covering the front desk in the main HR Suite on campus and processes all of the necessary paperwork which include Student New Hires and ensures compliance of the form I9s. Additionally, the HR Service Center Representative I works on various projects in the HR department in a support role.

Essential Functions

• Respond to all inquiries submitted (via phone, email, postal service, etc.) related to HR topics, including Benefits, Compensation, Talent Acquisition, Performance Management, and general HR policy and procedures, in a timely and efficient manner.
• Prioritize and escalate issues as necessary.
• Administer all Unemployment Claims for the University by working closely with the HR Business Partner Team and Third-Party Administrator.
• Serve as main point of contact for HR-related events such as Employee Appreciate Day and Service Award Ceremony.
• Take ownership of all incoming inquiries by partnering with the appropriate Center of Excellence and sees through all open items until they are closed.
• Possess an understanding of our HR System applications, Benefits, HR policies and Leave processes and administration to ensure compliance and reduce company exposure.
• Track incoming trends and identify areas of opportunity within HR.
• Verify employee/student identity and consistently maintain confidential information.
• Monitor customer satisfaction levels and participate in developing improvement plans.
• Perform data entry/collection of various employee changes to include new hires, job changes, personal data changes, and benefits.
• Ensure accuracy of Personal Action Form transactions.
• Communicate with departments on corrections and/or clarifications of job data to ensure Drexel policies and procedures are adhered to.
• Maintain a working knowledge of supported systems and continually strives to enhance knowledge through ongoing training and participating in projects and improvement initiatives.
• Other duties as assigned

Required Qualifications

• Minimum of a Bachelor's Degree or the equivalent combination of education and work experience ( Please review the Equivalency Chart for additional information).
• Minimum of 1-2 years of administrative experience in an office setting.
• Strong communication skills, both verbal and written.
• Good problem solving skills.
• Strong analytical skills needed to manage time well, prioritize effectively, and handle multiple deadlines.
• Proven ability to multi-task and work in an ever changing environment.
• Scheduling flexibility to include working overtime based upon the needs of the department.
• Ability to work in a team environment with a service focus.
• Experience with Microsoft Office applications (Word, Excel, Access, etc.).

Preferred Qualifications

• Bachelor's degree in HR or business related field preferred
• 1-2 years’ experience in Human Resources, Call Center and/or HR Service Delivery
• Knowledge of HR systems and web-based employee self-service applications.
• Basic knowledge of employee benefits, employment practices and recruitment.

Physical Demands

• Typically sitting at a desk/table
• Typically standing, walking
• Lifting demands ≤ 25lbs

Location

• University City - Philadelphia, PA

Additional Information

This position is classified as Non-Exempt, grade H. Compensation for this grade ranges from $ 18.89 to $ 28.33 per hour. Please note that the offered rate for this position will vary based on the successful candidate’s qualifications and experience, department budget, and an internal equity review.

Applicants are encouraged to explore the Professional Staff salary structure and Compensation Guidelines & Policies for more details on Drexel’s compensation framework. For information about benefits, please review Drexel’s Benefits Brochure .

Special Instructions to the Applicant

Please make sure you upload your CV/resume and cover letter when submitting your application.

A review of applicants will begin once a suitable candidate pool is identified.