Customer Service Representative 2 (Temporary, part-time)

Job Summary/Basic Function:

To provide high-quality, front-line customer service and administrative support for Human Resources by assisting employees and departments via walk-in, phone, and email interactions. This position serves as a key point of contact for HR inquiries, conducts in-depth customer support and issue resolution using specialized knowledge, and supports the Employment Eligibility Verification (Form I-9) process to ensure compliance with federal regulations.

This is a part-time 19 hour per week position working fully in office.  

Work hours are 9am-1pm Monday - Thursday and 9am-noon pm on Friday.

Level Scope:

Applies skills and job knowledge in area of specialization; may adapt procedures, operations, techniques, tools, materials, and/or equipment to meet needs of area of specialization; may work on non-routine tasks; resolves issues/makes working decisions within area of specialization or responsibility with minimal supervision.

Essential Functions:

55% Customer Service & Front-Line HR Support (Primary Priority)
Serve as the first point of contact for HR by supporting employees and departments via walk-in, phone, and email
Provide timely, professional, and accurate responses to general HR inquiries
Triage and route questions to appropriate HR teams as needed
Assist employees with navigating HR systems, forms, and processes
Manage shared HR email inboxes and communications
Create and manage ServiceNow tickets for HR-related requests
Maintain a welcoming, responsive, and customer-focused environment
Identify trends in employee inquiries and recommend process or communication improvements

25% Advanced Customer Support & Issue Resolution (Secondary Role)
Conduct in-depth interviews to gather and document sensitive or complex information
Research and analyze issues to resolve complex HR-related inquiries
Interpret and explain policies, regulations, and procedures to employees and departments
Handle escalated, sensitive, or potentially volatile customer interactions with professionalism
Prepare clear and concise responses to complex questions
Identify customer service challenges and recommend improvements
Support communication and program updates based on customer feedback
Perform office support functions such as answering phones, scheduling, and maintaining records

15% I-9 Processing, Compliance & Reporting (Tertiary Priority)
Administer the Employment Eligibility Verification (Form I-9) process for new and returning employees
Monitor and manage I-9 workflow to ensure timely compliance with federal requirements
Send notifications and reminders regarding I-9 deadlines
Review I-9 documentation for completeness and accuracy
Maintain and monitor I-9 compliance reports
Conduct routine audits and escalate non-compliance issues
Serve as a point of contact for I-9-related questions
Coordinate with internal teams and external vendors to resolve issues

5% Administrative & HR Support
Maintain accurate records in accordance with data retention policies
Assist with reporting and data tracking
Support HR process improvements and initiatives
Perform other duties as assigned

Knowledge, Skills, Abilities:

• Strong written and verbal communication skills
• High attention to detail and accuracy
• Strong customer service and interpersonal skills
• Ability to manage confidential and sensitive information
• Ability to manage multiple priorities in a fast-paced environment
• Ability to research, interpret, and explain complex policies and procedures
• Intermediate word processing and database skills
• Ability to use reporting tools and analyze data
• Ability to conduct interviews and resolve complex or sensitive issues
• Experience working with multiple systems, data records, and communication platforms

Minimum Qualifications:

Some knowledge of: interviewing methods.

Experience: interpreting, explaining, and applying regulations, laws or complex policies to carry out assignments; accessing data using a computerized system; independently handling complaints and upset individuals in a business setting; conducting sensitive fact-finding interviews.

Preferred Qualifications:

• Some knowledge of human resource management concepts
• Knowledge of administrative support functions including organization, business writing, data tracking, and customer service

Salary: $17.00 -$18.00 per hour; commensurate wi