Job Details

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Overview

Relay Resources is an Equal Opportunity Employer that strives to create a diverse workforce and an inclusive culture. Each employee makes a significant contribution to our success. The role is designed to outline primary duties, qualifications, and job scope, and is not a restrictive definition of responsibilities. We expect each employee to offer services wherever necessary to ensure success.

Core Competencies

• Focus on Strengths
• Prioritize Informed Action
• Communicate Clearly
• Champion Disability Inclusion
• Build Supportive Relationships

Service Center Specialist Responsibilities

• Serve as a primary point of contact for internal stakeholders regarding shared services inquiries, issues, and requests.
• Foster effective communication and collaboration between Shared Services, People Operations, and Disability Inclusion team members and departmental contacts.
• Log requests into tracking software and follow up to ensure timely response.
• Follow up with employees as needed to ensure their request is complete.
• Monitor key performance indicators (KPIs) to track service performance and ensure adherence to service level agreements (SLAs).
• Prepare regular reports and analytics on shared services activity and performance metrics.

Service Design

• Build scripts to resolve requests on initial contact (first call resolution).
• Work with Subject Matter Experts (SME) in departments.
• Provide training on tracking software to SMEs.
• Coordinate with the outsourced receptionist to ensure service when the Specialist is not available.

Other

• Other duties as assigned.
• Perform all duties in a timely manner, consistent with internal processes and with flexibility to meet urgent or important needs.

Qualifications And Education Requirements

• Minimum three years' experience supporting mid‑sized enterprises in Helpdesk, Receptionist, or service provider roles.
• Demonstrated problem‑solving, troubleshooting, and resolution skills.
• Highly proficient with Microsoft Office apps.
• Ability to communicate complex matters effectively with technical and non‑technical audiences alike.
• Strong written and spoken communication skills.
• Highly organized, detail‑oriented.
• Demonstrated experience providing excellent customer service for internal and external customers.
• Adaptable to changing business needs and flexible working hours.
• Capable of establishing strong working relationships with team members.
• Ability to prioritize independently, make good decisions, and formulate process efficiencies for areas of responsibility.
• Ability to pass drug screening, criminal history background, credit checks, and/or fingerprinting as appropriate at any time during employment.

Knowledge, Skills, and Abilities

Knowledge of Microsoft Office Apps, ITSM ticketing systems, Call handling, taking and routing messages.

Scope & Accountability

Performs duties independently and attends regular meetings to keep HR executive leadership informed.

Supervisory Responsibility

Ability to work with moderate supervision and some independent decision making.

Work Environment & Physical Demands

• Office atmosphere
• Sitting for extended periods of time
• Using a variety of office equipment
• Moderate noise level

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Other

Industries

Non‑profit Organizations