Temporary HR Customer Support Specialist

American University is a student-centered research institution located in Washington, DC, with highly-ranked schools and colleges, internationally-renowned faculty, and a reputation for creating meaningful change in the world. Learn more about American University

Department: HR Operations

Time Type: Full time

Job Type: Temporary (Fixed Term)

FLSA Status: Non-Exempt

Work Modality: Hybrid 01 (On Campus 3-4 Days/Week)

Union:

The HR Customer Support Specialist serves as the primary point of contact for the Human Resources Department, providing high-touch, professional support to employees across all communication channels. The Specialist manages the full lifecycle of employee inquiries from answering initial calls and routing Service Now tickets regarding new hires, personnel changes, payroll, benefits, and HR policy, to providing in-person assistance for walk-in customers.

Beyond direct support, this position ensures the HR office runs efficiently by managing I-9 employment verifications, completing verification of employment, overseeing office logistics and supply orders, and providing leadership and coordination to front desk student staff.

The HR Customer Support Specialist serves as the primary point of contact for the Human Resources Department, providing high-touch, professional support to employees across all communication channels. The Specialist manages the full lifecycle of employee inquiries from answering initial calls and routing Service Now tickets regarding new hires, personnel changes, payroll, benefits, and HR policy, to providing in-person assistance for walk-in customers.

Beyond direct support, this position ensures the HR office runs efficiently by managing I-9 employment verifications, completing verification of employment, overseeing office logistics and supply orders, and providing leadership and coordination to front desk student staff.

• Interacts with the customer and gathers information to triage and determine details of the inquiry or problem using the Service Now system. Creates appropriate service request tickets in Service Now and/or handles and/or resolves incoming tickets. Uses the Workday and the legacy systems to lookup, research and gather information and pertinent facts pertaining to the inquiry or problem;
  Provides first call resolution for a variety of inquiries or issues reported by the customer and escalates the more complicated problems through the appropriate channels. Communicates with customers in follows-up to calls or tickets, gathering details, providing information or answering questions.
• Deliver high-quality customer service to department’s customers at the HR front desk by greeting visitors, answering phones, and providing assistance and/or information as appropriate. Manage the front desk voicemail and verifies employment by completing the I-9 form in Workday.
• Provide support to HR staff; oversee equipment orders, repairs; maintain supplies and office equipment; identify enhancements to customer and office services for internal staff.
• Distributes and/or handles requests for written employment verifications.
• Supervise the front desk work study or PT student employees to ensure coverage and efficient and consistent level of service.

• Indirectly supervise and coordinate the work duties of the front desk student/part-time employees.

• Serving Customers.
• Displaying Creativity.
• Prioritizing and Organizing.
• Prioritizing and Organizing.

• Full-time.
• 35 hours per week.
• The schedule is Monday - Friday, 9am - 5pm.
• Hybrid 1 work modality (3 - 4 days in-person).
• This is a temporary full-time position ending on or before 02/28/2027.

• $30.00 per hour.