Human Resource Customer Experience Representative

Documents Needed to Apply

Required:

1. Resume
2. Cover letter
3. References (minimum of three)

Purpose of Position

The Human Resources Customer Experience Representative is the primary point of contact for the University of Texas at Arlington's Office of Talent, Culture, and Engagement (TCE). The position will assist walk-in customers, answer the main phone line, and main email boxes, answering general Human Resource questions, and routing those that require additional expertise or access to ensure customer needs are resolved accurately and efficiently

Essential Functions

• Answer and track a medium to large volume of inbound calls, emails from multiple inboxes, and in-person customers efficiently while providing white glove service to each of them. Follow up with customers via phone, email, or survey to improve customer experience.
• Develop a strong understanding of all Centers of Excellence within TCE, including but not limited to Benefits, HR Information Systems and Employee Records, Student Employment, Talent Acquisition, Onboarding, Leave Management, Leadership and Talent Development, International Employment, Wellness, Employee Relations, and all related policies and procedures.
• Answer Human Resource questions and direct customers to information sources for forms, policies, procedures, and operations of the department.
• Partner and communicate with Human Resource Centers of Excellence to keep knowledge base and information up to date.
• Perform proactive review of the various HR self-service portals, communications channels, and website to support an exceptional customer experience.
• Perform routine data collection, process forms, generate reports, and complete special projects for all HR functions.
• Performs other duties assigned.

Required Qualifications

• Bachelor's degree and six (6) months of work experience in human resources OR five (5) years of an equivalent combination of education and experience.
• Must have experience utilizing Microsoft Office products.

Preferred Qualifications

• Bachelor's degree and one (1) year of work experience in human resources.
• Experience with customer service, answering busy phone lines and/or routing calls and emails.
• Intermediate skills in Microsoft Office products.
• Bilingual preferred.

Knowledge, Skills & Abilities

• Ability to work in a fast-paced environment with flexibility to adjust to changing priorities.
• Ability to maintain confidentiality and exhibit professional demeanor.
• Communication, organizational and interpersonal skills.
• Computer and typing skills, including a working knowledge of Microsoft Office products.
• Customer service and follow-through skills.
• Attention to detail and the ability to handle multiple priorities.
• Ability to establish and maintain a base knowledge of UTA Human Resources processes and procedures.

Work Schedule

• Monday through Friday; 8:00am through 5:00pm
• Hybrid work environment (remote & office).

Working Conditions

• May work around standard office conditions.
• Repetitive use of a keyboard at a workstation.
• Use of manual dexterity.

Benefits Information

Position is benefit eligible: Yes

We are proud to offer a comprehensive benefits package to our employees at the University.

https://www.uta.edu/hr/employee-benefits

PreEmployment Background Check

It is the policy of The University of Texas at Arlington to conduct a pre employment background check on any applicant who is under final consideration for employment with the University.

This position may have access to critical infrastructure as defined by Section 113.001(2) of the Texas Business and Commerce Code. If so, to be hired for and continue to be employed in this position you must maintain the security or integrity of the infrastructure as set forth in Texas Executive Order GA 48. By assuming this position, and if you have access to critical infrastructure, you authorize the University to conduct routine background checks.

University Information

The University of Texas at Arlington (UTA) is located in the heart of the Dallas-Fort Worth-Arlington metroplex, a vibrant and diverse metropolitan area that is home to over 7 million people, one of the fastest-growing tech economies in the United States, and a wide array of arts, entertainment, and cultural activities. As a comprehensive teaching, research, and public service institution, UTA is dedicated to the advancement of knowledge through scholarship and creative work. With an enrollment of more than 42,000 students, UTA is the second largest in the University of Texas System. As a result of its combination of rigorous academics and innovative research, UTA is designated as a Carnegie R-1 "Very High Research Activity" institution and nationally recognized for its commitment to student success and service. It ranks No. 5 in Military Times' "Best for Vets: Colleges" and is the top university in North Texas for its graduates' salaries (The Wall Street Journal). UTA is designated as both a Hispanic-Serving Institution and an Asian American and Native American Pacific Islander-Serving Institution and is No. 6 for undergraduate ethnic diversity in the United States (U.S. News & World Report, 2023). With a global alumni network of approximately 280,000 - including leaders at many of the 24 Fortune 500 companies headquartered in North Texas - UTA contributes an estimated $29 billion annually to the Texas economy.

UTA is expanding its regional footprint by building a regional campus, called UTA West, in Parker County on the far west side of Fort Worth. It is scheduled to open in fall 2028. This initiative aligns with the university's strategic growth and commitment to serving the broader community.

This is an exciting time to join UTA and contribute to its bold vision for the future.

EEO Statement

It is the policy of The University of Texas at Arlington (UTA or The University) to provide an educational and working environment that provides equal opportunity to all members of the University community. In accordance with federal and state law, the University prohibits unlawful discrimination, including harassment, on the basis of race, color, national origin, religion, age, sex, sexual orientation, pregnancy, disability, genetic information, and/or veteran status. The University also prohibits discrimination on the basis of gender identity, and gender expression. Retaliation against persons who oppose a discriminatory practice, file a charge of discrimination, or testify for, assist in, or participate in an investigative proceeding relating to discrimination is prohibited. Constitutionally-protected expression will not be considered discrimination or harassment under this policy. It is the responsibility of all departments, employees, and students to ensure the University's compliance with this policy.

ADA Accommodations

The University of Texas at Arlington is committed to providing reasonable accommodation to individuals with disabilities. If you require reasonable accommodation in completing this application, interviewing or otherwise participating in the employee selection process, please direct your inquiries to 817-272-5554 or email ADADocs@uta.edu.

The University of Texas at Arlington is an Equal Opportunity/Affirmative Action Employer and does not discriminate on the basis of gender, race, religion, color, national origin, age, or disability.