HR INFO CTR SPECIALIST

Duke Careers • Durham, NC

1d • $21 - $39

About The Position

At Duke University, we believe our strength comes from the unique perspectives, backgrounds, and experiences of our people. We are committed to fostering an inclusive, supportive, and collaborative environment where you can bring your whole self to work—Be You—and grow professionally while making a meaningful impact.

Job Purpose
The HR Info Center Specialist serves as a trusted first point of contact for internal and external customers seeking assistance with pay, benefits, staffing, and general human resources matters. This role delivers high-quality customer service, applies HR policies with sound judgment, processes HR transactions accurately, and supports continuous improvement of HR service delivery.

Requirements

• Bachelor’s degree or equivalent combination of education and experience.
• At least one year of experience in Human Resources or one year in a customer-focused, production-oriented environment.
• Experience working in a fast-paced setting requiring strong organizational and multitasking skills.
• Strong customer service orientation with a commitment to delivering high-quality support.
• Effective verbal and written communication skills.
• Analytical and problem-solving abilities with attention to detail.
• Ability to work collaboratively and effectively with diverse populations.
• Intermediate proficiency with Windows, Microsoft Word, and internet-based tools.
• Demonstrated ability to maintain confidentiality and handle sensitive information with discretion.
• Work generally requires organizational, analytical and communication skills normally acquired through the completion of a bachelor's degree program.
• Work requires a minimum of one year experience in Human Resources or one year in a production oriented, customer focused environment where organizational and multi-tasking skills were used on a regular basis.
• Intermediate knowledge of Windows, MSWord, and the Internet.
• Must demonstrate a commitment to deliver superior quality customer service, a high level of performance, the ability to work with diverse customers, and the ability to collaboratively problem solve and work in teams.

Nice To Haves

• Prior call center or in-person customer service experience preferred.
• Experience with HR systems such as SAP and Kenexa BrassRing preferred.
• Bilingual language skills are a plus, but not required.
• Strong preference for Lotus Notes, Resumix, and SAP.
• Prefer 1 year of call center or in-person customer service experience.

Responsibilities

• Serve as a front-line customer service representative for the Human Resources Information Center, responding to phone, email, and in-person inquiries.
• Resolve routine and escalated HR questions and issues by applying a broad understanding of HR policies, procedures, and systems.
• Process HR transactions accurately and timely, including benefits enrollments, changes, and related activities.
• Partner with customers to resolve delays caused by incomplete or inaccurate submissions.
• Maintain accurate and confidential personnel records in accordance with university policies and legal requirements.
• Interpret and clearly communicate HR policies and procedures to employees and departments.
• Use HR information systems and call center tools to document, track, and resolve customer needs.
• Identify trends and recommend process improvements to enhance efficiency, service quality, and customer satisfaction.
• Provide education, guidance, and training to employees and departments as needed.
• Collaborate with the HR Information Center Manager on special projects and service enhancements.
• Demonstrate behaviors that align with Duke’s core values of teamwork, diversity, respect, learning, and trust.
• Perform other related duties as assigned to support HR operations.

Benefits

• Duke provides comprehensive and competitive medical and dental care programs, generous retirement benefits, and a wide array of family- friendly and cultural programs to eligible team members. Learn more at: https://hr.duke.edu/benefits/

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level