HR INFO CTR SPECIALIST

Be You at Duke

Job Purpose

Key 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.

Required Qualifications

Education & Training

• Bachelor’s degree or equivalent combination of education and experience.

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.
• Prior call center or in-person customer service experience preferred.

Skills & Competencies

• 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.
• Experience with HR systems such as SAP and Kenexa BrassRing preferred.
• Bilingual language skills are a plus, but not required.
• Demonstrated ability to maintain confidentiality and handle sensitive information with discretion.

Work Environment & Expectations

• Entry-level professional role requiring adaptability, continuous learning, and accountability.
• Ability to manage multiple priorities while maintaining accuracy and responsiveness.
• Commitment to Duke’s values of inclusion, respect, and service excellence.

Important Note

Minimum Qualifications

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve of this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Anticipated Pay Range:

Duke University provides an annual base salary range for this position as USD $20.52 to USD $39.20. Duke University considers factors such as (but not limited to) scope and responsibilities of the position; candidate's work experience, education/training, and key skills; internal peer equity; as well as market and organizational considerations when extending an offer.

Your total compensation goes beyond the dollars on your paycheck. 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/

Essential Physical Job Functions:

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

Education

Work generally requires organizational, analytical and communication skills normally acquired through the completion of a bachelor's degree program.

Experience

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. Strong preference for Lotus Notes, Resumix, and SAP. Prefer 1 year of call center or in-person customer service experience. 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. OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE

Degrees, Licensures, Certifications

N/A