Human Resources Associate - Human Resources Service Center

Human Resources Associate - Human Resources Service Center

Job : 292406

Location: Statesboro, Georgia

Full/Part Time: Full Time

Regular/Temporary: Regular

Georgia Southern University is the state's largest and most comprehensive center of higher education south of Atlanta. With nearly 150 degree programs at the bachelor's, master's and doctoral levels, Georgia Southern has been designated a Carnegie Doctoral/R2 "high research" university and serves more than 29,500 students from all 50 states, Washington D.C., and Puerto Rico as well as 106 nations.

With three vibrant campuses – the Statesboro Campus, the Armstrong Campus in Savannah and the Liberty Campus in Hinesville – Georgia Southern offers a dynamic environment which encourages learning, discovery and personal growth. The University is accredited by the Southern Association of Colleges and Schools and has earned special accreditation from professional and academic associations that set standards in their fields.

Georgia Southern is an influencer and intellectual catalyst in southeast Georgia, a rapidly expanding region that is home to international companies such as Hyundai, Gulfstream and JCB, as well as the Port of Savannah and Georgia Ports Authority. With a focus on hands‑on learning, Georgia Southern is supporting the demand for highly skilled workers by providing academic excellence and creative innovation in a supportive student‑centered environment that empowers the next generation of leaders to succeed.

Beyond an ideal location, there is a place for you to work in an exciting environment abounding with opportunities for personal and professional growth. Named one of the Best U.S. Colleges by The Wall Street Journal, Georgia Southern is nationally ranked for the caliber of its programs and services. Georgia Southern University has been recognized by Forbes as one of "America's Best‑In‑State Employers" for 2025.

Statesboro Campus – Statesboro, GA

Human Resources

Deliver first tier customer service support to the University on various Human Resources subject matters. Provide first point of contact support to calls/emails/chats/MyHelp tickets/in person requests internal and external to the University. Respond to inquiries to answer questions and resolve issues. Provide administrative support for the department.

• Responds to inbound phone calls, employee self‑service tickets, Google Chat and emails providing accurate, consistent and timely responses to HR process, system and policy requests
• Maintains a high standard of privacy and confidentiality
• De‑escalate situations through use of effective communication techniques and involve supervisor as necessary
• Apply knowledge base, documented procedures, policies, and practices to accurately research and respond to calls/cases received
• Makes escalated judgment decisions and provide resolution or distribute action items to appropriate HR team member
• Tracks all customer inquiries, issues and transactions and request and communicate resolutions and updates using ticket management tools and other tracking tools
• Initiates outgoing calls when call‑back is required
• Meets key performance measures such as first call resolution, average answer speed, and call quality and other service center metrics
• Assists HR Call Center Manager with the development of standard operating procedures;
  Provide input to update and maintain knowledge base, FAQs, solutions and troubleshooting guides
• Perform reviews of Frequently Asked Questions/New Policy and Procedure lists to identify steps needed to answer client inquiries and add new questions or issues to database

• Education: High school diploma or equivalent
• Experience: Three (3) or more years of related work experience

• Specialized knowledge in Human Resources
• Ability to input data into HR systems with a high level of accuracy and efficiency

• Experience explaining employee policies and procedures
• Experience with customer service
• Experience with Avaya or other call center phone systems

$18.12 per hour

This is a non‑exempt position paid on a…