Serves a first point of contact for internal and external customers and colleagues, including all employee levels and applicants. Consistently provides exceptional customer service with regard to providing timely, accurate information and problem resolution. Provides sound interpretation and application of HR policies and maintains basic working knowledge of all supported areas of Human Resources. Assists with administration and/or implementation of HR policies and processes as appropriate, as well as support functions for Centers of Expertise. Considered a novice within the HR Operations area.

Functions as the front-line customer-service representative for Human Resources. Receives and resolves customer inquires through various channels, including via phone, e-mail, intranet and walk-ins.
Understands and demonstrates the standards for providing exceptional customer service. Applies skills in active listening, courteous interactions, time management, problem solving, follow up, conflict management and recovery strategies.
Accurately assesses customer needs and determines whether the inquiry needs to be escalated for resolution. Researches and resolves appropriate issues, including assisting with support functions for Human Resources Centers of Expertise.
Maintains data integrity through accurate and thorough tracking of contacts and resolutions. Learns and utilizes available technology and software. Tracks data as appropriate.
Remains open to process improvement ideas and continuously looks for ways to improve processes to more effectively meet customer needs.
Meets or exceeds established standards for productivity and accuracy.
Maintains confidentiality and accuracy with regard to employee records and issues.
Continually develops knowledge of broader HR areas and Carilion Clinic.

Education: High School Diploma or equivalent required.

Experience: One year experience with customer service or call-center required. Prior Human Resources experience preferred.

Other Minimum Qualifications: Must possess excellent customer service and written/verbal communication skills. Must demonstrate respect for diversity and be able to maintain confidentiality when responding to inquiries. Must work well in a team environment and have a working knowledge of Microsoft Office and the internet. Experience with Lawson preferred, but not required.

This is Carilion Clinic ...

An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, never discouraged and forever curious.

Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.

Carilion is where you can make your own path, make new discoveries and, most importantly, make a difference. Here, in a place where the air is clean, people are kind and life is good. Make your tomorrow with us.