UVA 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.