HR Service Center Representative – Call Center, Onsite in Nashville TN

Discover Vanderbilt Health:
With eight hospitals and over 180 clinics, we are the region’s largest comprehensive academic health system. Vanderbilt Health has a long tradition of providing world‑class care to the people of the Mid‑South, living out our mission of moving medicine forward through preeminent programs in patient care, education and research. Here you’ll find a spirit of collaboration and a supportive community where your expertise is valued, your knowledge expanded and your uniqueness celebrated.

We are committed to fostering an environment where talented, compassionate people are united in bringing the most advanced care to our neighbors throughout the region.

The HR Employee Service Center Representative serves as the first point of contact for employees, candidates, and external customers seeking HR support. This role is responsible for managing a high volume of phone calls and service requests, providing exceptional customer service, resolving Tier 1 HR inquiries, and appropriately escalating complex issues to Tier 2 support teams.

Success in this position requires strong communication skills, the ability to multitask in a fast‑paced call center environment, and a collaborative approach to problem‑solving. This position operates in a fast‑paced, highly collaborative service center environment where teamwork, responsiveness, and customer satisfaction are critical to success. The ideal candidate is customer‑focused, resilient, and able to maintain professionalism while balancing competing priorities. Experience in human resources, call center operations, or employee support services is highly preferred.

Previous HR, employee relations, customer service, or call center experience

Strong customer service and conflict‑resolution skills

Ability to remain professional and composed when handling difficult customer interactions

Proven ability to multitask and prioritize work in a high‑volume environment

Strong collaboration and teamwork skills

Proficiency with Microsoft Office, including Microsoft Teams

Experience using Workday or other HRIS systems

Experience working with SP350 Softphone or similar call center phone systems

• Collects information, asks clarifying questions and applies critical thinking skills to understand needs and expectations and identify HR issues and concerns.
• Locates solutions to customer inquiries using knowledge base or follow escalation procedures as appropriate.
• Responds consistently to various HR related requests in a timely manner.
• Ensures accurate, complete and timely data entry into various systems.

The responsibilities listed are a general overview of the position and additional duties may be assigned.

• Human Resources Policies and Procedures (Novice):
  Knowledge, adherence and application of human resources policies and procedures.
• Time Management (Novice):
  Planning and exercising conscious control over the amount of time spent on specific activities.
• Communication (Intermediate):
  Clearly, effectively and respectfully communicates to employees or customers.
• Customer Service (Intermediate): A continuing focus on the needs and requirements of customers, anticipating their needs, remaining sensitive to customers while performing services for them, responsive to customer needs.

Our professional administrative functions include critical supporting roles in information technology and informatics, finance, administration, legal and community affairs, human resources, communications and marketing, development, facilities, and many more. At our growing health system, we support each other and encourage excellence among all who are part of our workforce.…