What You'll Be Doing

The Human Resources Service Center Representative (HRSC Rep) with Wake County is a dynamic, hybrid role where no two days are the same - and your focus on service, accuracy, and confidentiality will help make HR support a great experience for all who need it. You’ll work with employees, job applicants, managers, and members of the public - answering inquiries via phone, email, and in person. You'll investigate issues, research policies, document cases, and follow up to ensure resolution. For more complex matters, you’ll collaborate with subject matter experts or escalate issues when necessary.

Key responsibilities include:

• Serving as the first point of contact for HR inquiries via email and phone
• Researching solutions using internal systems, policies, and HR team resources
• Assisting employees with understanding benefit plans, payroll and leave
• Documenting each case and resolution in a ticketing system
• Providing updates and status reports when follow-up is needed
• Processing employment verifications and Public Service Loan Forgiveness forms
• Supporting various HR projects and additional duties assigned

About Our Team

Wake County's Human Resources Department collaborates closely with county leadership to deliver innovative, results-oriented and customer-driven HR programs and services. With 72 dedicated employees, we manage a range of services including Benefits and Employee Wellness, Recruitment, Rewards and Recognition, Employee Relations, Training and more. The Human Resources Department is consistently recognized for excellence in wellness and talent management. By continually seeking and implementing innovative approaches that are widely recognized as industry models, we've positioned Wake County as a national leader, earning accolades such as the Healthiest Employer Hall of Fame and Agency Award for Excellence. Explore our competitive benefits package, including 5% 401k contribution and free Employee Health Center access, on our Benefits page. Join us in shaping Wake County's future.

The Basics (Required Education and Experience)

• High school diploma or GED
• One year of experience in human resources administration
• Equivalent education and experience are accepted

• Please include ALL prior work experience on your application and resume.

Beyond the Basics (Preferred Education and Experience)

• Associate's or bachelor’s degree (preferably in Human Resources or related field)
• Professional Customer Service experience in an HR environment or Service Center
• Professional experience responding to inquiries and explaining HR or benefits related information including, time and attendance, leave of absence, and basic recruitment processes, and payroll
• Experience working with ticketing tools such as Zendesk, ServiceNow or Jira
• Local, county and/or state government experience a plus, but not required

How Will We Know You're 'The One'?

• Excellent customer service skills, with a focus on active listening, probing to understand the customer’s needs, clear and concise communication, and responsiveness-especially when supporting customers by phone and email
• Strong knowledge or experience in HR or benefits, with the ability to apply policies and procedures to help others understand their options and make informed decisions
• Effective problem-solving and case management skills, including tracking inquiries, researching answers, and following through to resolution
• Demonstrated ability to manage confidential or sensitive information with professionalism and discretion
• Comfortable using Microsoft Office tools and web-based systems to complete daily tasks
• Ability to learn new software platforms and navigate multiple systems simultaneously
• Detail-oriented, organized, and able to manage multiple priorities in a fast-paced environment

About This Position

Location: WCOB Raleigh, NC

Employment Type: Regular

Work Schedule: Mon - Fri 8:30am - 5:15pm

Hiring Range: 25.43 - 29.08

Market Range: 25.43 - 32.74

Please include ALL prior work experience on your application and resume.

Posting Closing Date: 7:00 pm on 7/15/2025

What Makes Wake Great

Home to the State Capital, Wake County is one of the fastest growing areas in the nation and the most populous county in the state, with more than 1.1 million residents. The County has received national and international rankings and accolades from publications such as Money, Fortune, and Time magazines as being one of the best places to live, work and play. The central location of the County allows for a short drive to the spectacular mountains or coast. Wake County Government is governed by a seven-member Board of Commissioners, who are elected at-large to serve two-year terms. Wake County Government has a general operating budget of $1.874 billion, employs over 4400 employees, experiences minimal turnover, and is an award-winning leader in wellness and technology initiatives; such as offering employees and covered spouses free access to the Employee Health Center. Wake County Government offers a wide range of training and development opportunities, a stable career in public service with a balance of work and family life, flexible work schedules and a competitive salary and benefits package.

Equal Opportunity Statement

Wake County provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

Background Check Statement

Position may require a background check that may include: criminal, credit, motor vehicle, education, and sexual offender registry or others based on job requirements. Unless required by state law, a record of conviction will not automatically exclude you from consideration for employment. Wake County Government is an Equal Opportunity Employer.

Emergency Service Worker Statement

In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

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• Wake County Government

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