HR Service Center Representative

About the role

The HR Service Center Rep is the first point of contact for Ochsner's Human Resources department, handling employee, leader, candidate, and retiree inquiries via phone and email. The role focuses on delivering accurate information, logging cases, and providing exceptional customer service.

Key responsibilities

• Log all incoming HR inquiries in the case management system and provide accurate, timely responses.
• Utilize scripts, FAQs, policy manuals, and knowledge bases to resolve issues, aiming for first‑call resolution.
• Escalate complex or priority issues to appropriate team members and handle complaints calmly.
• Document detailed call information, ensuring data accuracy and proper routing.
• Assist in training new associates on software tools and review ticket details for quality.

Required profile

• Associate’s degree required; Bachelor’s degree preferred.
• Experience in an HR call‑center environment with at least 80% first‑call resolution.
• Strong customer‑service focus, interpersonal and listening skills.
• Effective verbal and written communication, analytical and problem‑solving abilities.

Required skills

• Proficiency with Windows‑style applications and data entry.
• Experience using an HR call tracking system and documenting tickets.