UVA HR Inquiry Representative, Associate

HR Inquiry Representative, Associate

The University of Virginia's Human Resources Department seeks an HR Inquiry Representative, Associate, to join our HR Inquiry team. This team delivers high-quality, efficient service to faculty, staff, UVA Health team members, HR partners, and job applicants. Inquiry Associates provide first-level support and help ensure each individual receives accurate information and a positive customer experience. The Associate is responsible for the intake, documentation, and resolution of HR-related inquiries, escalating cases to HR Benefits, Leave, Payroll, and other HR Centers of Expertise when needed. This role works in a fast-paced environment and requires strong judgment when handling sensitive information, along with the ability to learn and navigate multiple systems.

Responsibilities

• Respond to inquiries from UVA faculty, staff, UVA Health team members, HR partners, and job applicants through Salesforce, phone, email, chat, and in-person interactions.
• Provide accurate information, troubleshoot issues, and resolve Tier 1 inquiries in a timely and customer-focused manner.
• Escalate complex questions to HR Centers of Expertise (Benefits, Leave, Payroll) or other University resources, ensuring proper handoff and follow-up.
• Document all interactions in Salesforce CRM with accuracy, clarity, and adherence to established workflows.
• Exercise discretion when handling confidential or sensitive information.
• Use technology-including Microsoft Office, Salesforce, and Workday (preferred)-to manage inquiries and support daily operations.
• Identify recurring issues or process gaps and share insights that support continuous improvement.
• Participate in regular 1:1s and team meetings focused on skills development, performance improvement, and career growth.
• Contribute to a positive, team-oriented environment and uphold UVA HR's commitment to high-quality service.

Minimum Qualifications

• High School Diploma

Preferred Qualifications

• Comfortable learning and using technology; able to navigate multiple systems.
• Strong multitasking and organizational skills in a fast-paced environment.
• Demonstrated sound judgment and ability to handle sensitive information with discretion.
• Customer-focused communication skills and ability to support a diverse population.
• Ability to adapt to new processes and technologies; commitment to continuous improvement.
• Positive, team-oriented approach and willingness to participate in coaching and development conversations.
• Proficiency with Microsoft Office.
• Experience using Salesforce or another CRM/case management system.
• Experience with Workday or another HR information system.

This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs. This is a non-exempt-level, benefited position. Learn more about UVA benefits.