Service center shows what the human in human resources means
If you’ve ever applied for a job at Virginia Tech, needed help with new hire forms, had a question about health insurance or retirement, needed help requesting leave, or made changes to benefits during the state’s annual open enrollment period, chances are you have interacted with the Human Resources (HR) Service Center team.
This small but mighty team serves as the face of the Division of Human Resources for the university and is the first point of contact for HR-related questions, providing services to 13,000 full- and part-time faculty, staff, and wage employees and thousands of external job candidates. Questions and requests come to the service center in a number of ways including emails, phone calls, form submissions, and walk-in appointments. In 2024 alone, the team responded to 23,590 total tickets from employees, job candidates, and supervisors in the Virginia Tech community.
HR Service Center Manager Monica Crouse describes the team as “the bridge between policies and the people they serve” and explained the breadth of work that the team touches. “They’re the front line for employees needing HR help and the team touches everything that comes into HR.”
The human side of human resources
The service center is more than a name. Service is at the heart of everything the team does. Even while managing a high volume of work every day, maintaining a human connection with their customers is deeply important to members of the team.
“Even at the center of engineering, innovation, and technology, you still need a team of people. You still need that human connection," said Jeff Bailey, service center representative.
“We’re a voice that is there for you when you’re having the best day of your life or the worst day of your life," said Jessica Perfater, service center representative who was recently recognized by the Division of Human Resources for her commitment to providing excellent service. "We can help guide you where you need to go, and whatever it is, we can help resolve it.”
The service center team’s work extends beyond the employee life cycle. Crouse said the team supports employees through their entire life spans, from application to hiring to major life events to answering questions after retirement. She said, “Someone could have just had a baby or they could be dealing with a loss when they contact us for help."
A special connection
The service center team members not only support Virginia Tech employees, but they also support each other. Multiple team members shared that the best part of working in the service center is seeing their colleagues every day. Bailey said the favorite part of his job is “the spirit of the entire HR division.”
Crouse said there is a special dynamic on the team. “I usually hire people with customer service experience. I can teach HR, but I can’t teach those soft skills like empathy, compassion, and care, which are critical to the service center’s success and reputation.” Because their work touches so many areas on campus, team members must be prepared to face any challenge with care.
Perfater agreed that providing care for others is the most important element of the team’s work, and said her favorite part of her day is “the satisfaction of taking care of the customer, being able to provide that quick, immediate answer, and helping people navigate processes.”
Upping the service game
The work of the service center team supports university employees wherever they are, ensuring that everyone receives the care and information they need. The work provides the enabling infrastructure that allows the community to continue to thrive.
As part of their ongoing efforts to improve customers’ experience, the service center team members are planning new ways to serve the university.
Currently being piloted, AskHR, a new ticketing system, will allow employees to open a ticket directly with HR and select what kind of help they need. The ticket will then be routed according to the user’s selection, streamlining response times and helping employees get answers faster.
The team is also building a framework for future self-service opportunities, including how artificial intelligence might be used, putting the power to get answers in employees’ hands.
“The service center team champions efficiency and innovation and we are continually seeking ways to better serve the Virginia Tech community,” said Crouse. “Tools such as the new ticketing system as well as providing self-service options will up our service game and make room for new innovations in the future.”
