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Service Center Specialist - Hybrid

Relay Resources | Portland, OR

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Posted Date 10/22/2025
Description

Relay Resources is an Equal Opportunity Employer that strives to create a diverse workforce and an inclusive culture and believes each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent nor the organization to adjust the work identified. It is our expectation that each employee will offer their services wherever and whenever necessary to ensure the success of our endeavors. 

Disabled people / people with disabilities and neurodivergent people are strongly encouraged to apply.

Relay Core Competencies:

Focus on Strengths 

Prioritize Informed Action 

Communicate Clearly 

Champion Disability Inclusion 

Build Supportive Relationships 

The Service Center is the main point of contact for employees to assist them in resolving issues or accessing resources.  The Service Center Specialist role will provide support to all Relay employees.  The Specialist will triage incoming requests and provide support or connect employees with the best resources.

Support:

·         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, specifically, People Operations and Disability Inclusion team members and departmental contacts.

·         Log requests into tracking software; 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 activities 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

·         Work with the outsourced receptionist to coordinate 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 and 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 
Salary58,000.00 - 64,000.00 Annual
Location
In-Person

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