Employee Services Support Specialist

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Overview

The Employee Services Support Specialist serves as principal source of HR information for faculty and staff. In a contact center environment, this position responds to, and resolves or routes a high volume of complex customer inquiries and requests while demonstrating the highest level of customer service for the Yale community. This is done by probing with questions, troubleshooting and researching issues, and determining appropriate process for resolution by using judgment and resourcefulness of available tools and documented procedures, including artificial intelligence.

Required Skills and Abilities

1. Extremely strong customer service skills and professional demeanor while handling a multitude of issues and requests by phone, e-mail, and fax.

2. Ability to critically assess customer inquiries and use probing questions to understand complex situations and requests.

3. Ability to function effectively as a team member; demonstrate excellent verbal and written communication skills while communicating with a diverse group of individuals.

4. Experience with Salesforce, Workday, 8x8, and other service center enabling applications; self-sufficient with technology issues.

5. Strong organizational skills with a proven ability to pay attention to detail on a wide variety of complex matters.

Preferred Skills and Abilities

1.High degree of initiative with the ability to used sound independent judgement and critical thinking in order to effectively and appropriately manage the task at hand.

2. Proven record of exemplary attendance, punctuality, and reliability.

3.Demonstrated ability to handle heavy volume. Ability to perform a variety of routine job tasks to meet occasional conflicting demands, time pressures, deadlines, or emergencies

Preferred Education and Experience

1. Associate degree or equivalent experience.

2. Previous experience using softphone technology and case management systems (CRMs) to handle a high volume of inquiries and requests.

3. At least one year of experience in a fast-paced contact/call center environment.

4. A demonstrated understanding of and experience with the various functional areas in HR: Benefits, Payroll, Compensation, Employee Relations, Staffing, etc.

Principal Responsibilities

1. Serves as principal source of information for faculty and staff regarding HR and Payroll related inquiries and answers external inquiries. 2. Responds to inbound calls, emails, faxes, and face to face inquiries in a high-volume contact center. 3. Probes customers with leading questions to assess customer inquiries. 4. Identifies, interprets, analyzes, and researches issues and seeks resolution to ensure customer satisfaction and adherence to University policy while delivering excellent customer service. 5. Determines process for resolution by using judgment and resourcefulness. 6. Resolves routine and non-routine customer inquiries using enabling technologies and process/ functional skills. 7. Maintains case documentation and communicates case resolution to appropriate customer contact. 8. Routes inquiries to appropriate (Tier 2 or Tier 3) resources according to business rules and procedures. 9. Works with other organizational units to resolve inbound inquiries and achieve proper resolution within target timeframes. 10. Ability to collaborate and work effectively in a positive team environment. 11. Supports knowledge management and continuous improvement initiatives. 12. Maintains appropriate level of process, functional and technical knowledge and participates in training to continue to develop such knowledge. 13. Identifies and suggests Service Center enhancements and process improvements. 14. Monitors personal performance metrics and strives to meet identified targets/goals. 15. Performs at a level that assists in attaining overall and team-level performance measures and goals. 16. May perform other duties as assigned. Required Education and Experience Six years of related work experience, four of them in the same job family at the next lower level and a high school level education; or four years of related work experience and an Associate degree; or little or no work experience and a Bachelor degree in a related field; or an equivalent combination of experience and education.

Job Posting Date

11/04/2026

Job Category

Administrative Support

Bargaining Unit

L34

Compensation Grade

Labor Grade D

Compensation Grade Profile

Hourly Range

$31.83

Benefits

A general description of the benefits to be offered with this Clerical and Technical position is available at:

Yale Benefits

Time Type

Full time

Duration Type

Staff

Work Model

Hybrid

Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks basedon the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.

Health Requirements

Certain positions have associated health requirements based on specific job responsibilities. These may include vaccinations, tests, or examinations, as required by law, regulation, or university policy.

Posting Disclaimer

The hiring rate of a role is determined in accordance with the provisions outlined in the respective collective bargaining agreement.

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the position. Employees will be assigned specific job-related duties throughtheir hiring department.

The University is committed to basing judgments concerning the admission, education, and employment of individuals upon their qualifications and abilities and seeks to attract to its faculty, staff, and student body qualified persons from a broad range of backgrounds and perspectives. In accordance with this policy and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.

Inquiries concerning Yale's Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).

Note

Yale University is a tobacco-free campus.