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HR Customer Support Specialist (18211)

Date: Jan 19, 2023

Location: Washington, DC, US, 20016

Company: American University

Get to Know American University

At American University we value open and honest inquiry, servant leadership, and the affirmation of the human dignity of all. We envision a thriving AU community where individuals of all identities and experiences are understood, appreciated, and fully included, and where equitable treatment, opportunities, and outcomes prevail. 


Our diverse community of students, faculty, and staff represent every state and more than 150 countries. Our internationally recognized faculty are today's thought leaders in the areas of public policy, law, the arts, communications, international development, and more. Our staff are innovative, service-oriented, and dedicated to moving the university towards achieving its strategic goals. We are committed to an excellent experience for all of our students, faculty and staff and share a passion for creating change through our knowledge and our work. 


Learn more about American University by clicking here.  


Serves as a primary point of contact for customers by answering routine calls, emails and inquiries routed through ServiceNow and the HR/Payroll Help service line regarding human resources, payroll, benefits, and related HR inquiries. Refers customers to other AU departments when needed. Assists HR teams and Payroll in handling both general and specific questions through ServiceNow emails/case tickets as well as phones routed to HR/Payroll Help.

Essential Functions

  1. Interacts with the customer and gathers information to triage and determine details of the inquiry or problem. Creates appropriate service request tickets and/or handles and/or resolves incoming tickets. Uses the ServiceNow Knowledge Base or Template language, HR and Payroll management information systems to lookup, research and gather information and pertinent facts pertaining to the inquiry or problem.
  2. Provides first call resolution for a variety of inquiries or issues reported by the customer and escalates the more complicated problems through the appropriate channels. Communicates with customers in follows-up to calls or tickets, gathering details, providing information or answering questions.
  3. Interacts with Payroll and HR partners to gather additional information needed to answer inquiries, request assistance and/or refer issues for a response.
  4. Keeps abreast of HR and Payroll operational policies, processes and procedures.
  5. Identifies and recommends process or procedural changes to resolve recurring inquiries or problems.
  6. Assists in managing the human resources and payroll knowledge base library by developing and updating knowledge articles, consolidating duplicate articles, and retiring stale or inaccurate content. Ensures information is captured, categorized and easily accessible to a broad range of staff and campus customers.
  7. Serves as a team leader for part-time HR/Payroll Help staff.
  8. Distributes and/or handles requests for written employment verifications and answers phone and case ticket verifications from One Card and OIT.

Work Environment

  • The worker normally performs their job indoors in an office environment.

Position Type/Expected Hours of Work

  • Full Time, 35 hours/week.
  • 2.2 Specialist A.
  • Non-Exempt.

Salary Range

  • Starting at $22.33/hour

Required Education and Experience

  • 1-3 years of experience providing HR and/or administrative customer support.
  • Skilled in empathic listening techniques, critical thinking and problem solving. 
  • Skill using a personal computer including email, customer service, HR and/or knowledge base databases and applications.
  • Ability to provide high levels of customer service and exercise tact and diplomacy while interacting with University staff and peers on sensitive and confidential personnel matters. 
  • Ability to gather, interpret and summarize information.

Preferred Education and Experience

  • Information Gathering skills: Identifies the information needed to clarify a situation; seeks out knowledgeable people to obtain information; probes skillfully to get at the facts, when others are reluctant to disclose the full details; asks questions to clarify a situation; gets a complete and accurate picture by checking multiple sources.
  • Oral Communication skills: Organizing and expressing thoughts and information orally in a clear, concise manner, meeting the requirements of the audience. Engages in active listening while seeking and accepting feedback in anon-defensive manner. Readily shares pertinent knowledge and information to co-workers and customers. Demonstrates effective listening skills and asks questions; offers input for positive results.
  • Standard Office Software: Demonstrates skill using email, word processing, spreadsheet/ data analysis and presentation development software applications such as Microsoft Outlook, Word, Excel and PowerPoint while preparing briefings, reports and presentations.
  • Written Communication skills: Expressing oneself clearly and concisely, using language with precision; constructing logical arguments; accurate note taking, editing and summarizing; and writing reports or correspondence free of spelling and grammatical errors.

Additional Eligibility Qualifications


  • Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.


AU offers a competitive benefits package including a 200% matching retirement plan, tuition benefits for full-time staff and their families, several leadership development certificates, and has been recognized by the American Heart Association as a fit-friendly worksite. Click here to learn about American University's unique benefit options.


Current American University Employees

If you are a current employee at American University, please log into AsuccessfulU through the myAU portal. Once in AsuccessfulU, please select the Careers tile which will take you to our internal career page. 


Contact Us

For more information or assistance with the American University careers site, email


American University is an equal opportunity, affirmative action institution that operates in compliance with applicable laws and regulations. The university does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual’s genetic information or any other bases under federal or local laws (collectively "Protected Bases") in its programs and activities.

Nearest Major Market: Washington DC