HR Employee 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.

Organization:

HR Emp Service Center

Job Summary:

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.

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Preferred Qualifications

• 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

KEY RESPONSIBILITIES
• 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.

TECHNICAL CAPABILITIES
• 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. High-achieving employees stay at Vanderbilt Health for professional growth, appreciation of benefits, and a sense of community and purpose.

Core Accountabilities:

* Organizational Impact: Performs tasks that are typically routine that may impact team's performance with occasional guidance. * Problem Solving/ Complexity of work: Utilizes some discretion and research to solve routine problems. * Breadth of Knowledge: Applies knowledge of standards, established processes and procedure that apply to your own job. * Team Interaction: Provides guidance to entry level co-workers.

Core Capabilities :

Supporting Colleagues : Develops Self and Others: Continuously improves own skills by identifying development opportunities.- Builds and Maintains Relationships: Seeks to understand colleagues' priorities, working styles and develops relationships across areas.- Communicates Effectively: Openly shares information with others and communicates in a clear and courteous manner. Delivering Excellent Services: - Serves Others with Compassion: Invests time to understand the problems, needs of others and how to provide excellent service.- Solves Complex Problems: Seeks to understand issues, solves routine problems, and raises proper concerns in a timely manner. - Offers Meaningful Advice and Support: Listens carefully to understand the issues and provides accurate information and support. Ensuring High Quality: - Performs Excellent Work: Checks work quality before delivery and asks relevant questions to meet quality standards. - Fulfills Safety and Regulatory Requirements: Demonstrates basic knowledge of conditions that affect safety and reports unsafe conditions to the appropriate person or department. Managing Resources Effectively : - Demonstrates Accountability: Takes responsibility for completing assigned activities and thinks beyond standard approaches to provide high-quality work/service. - Stewards Organizational Resources: Displays understanding of how personal actions will impact departmental resources. - Makes Data Driven Decisions: Uses accurate information and good decision making to consistently achieve results on time and without error. Fostering Innovation : - Generates New Ideas: Willingly proposes/accepts ideas or initiatives that will impact day-to-day operations by offering suggestions to enhance them. - Applies Technology: Absorbs new technology quickly; understands when to utilize the appropriate tools and procedures to ensure proper course of action. - Adapts to Change: Embraces changes by keeping an open mind to changing plans and incorporates change instructions into own area of work.

Position Qualifications:

Responsibilities:

Certifications:

Work Experience:

Relevant Work Experience

Experience Level:

2 years

Education:

High School Diploma or GED

This role offers the opportunity to make a meaningful impact within Vanderbilt Health, supported by a comprehensive benefits package which may include health, disability, retirement and/or wellness offerings to enhance your well-being and professional growth.

Vanderbilt Health is committed to fostering an environment where everyone has the chance to thrive and is committed to the principles of equal opportunity.  EOE/Vets/Disabled.