HR Customer Care Coordinator

The HR Customer Care Coordinator is a critical member of the Human Resources team within a school district, serving as the front line for employee support and HR operations. This role is responsible for triaging a high volume of help desk tickets, routing inquiries to the appropriate HR team members, and resolving routine requests using standardized, templated responses.

In addition to ticket management, this position supports essential HR processes including new hire onboarding, benefits enrollment approvals, I-9 facilitation, and employee documentation review. The ideal candidate thrives in a fast-paced environment, adapts quickly to changing priorities, and consistently delivers exceptional customer service while maintaining strict confidentiality.

ROLE RESPONSIBILITIES: 

Help Desk & Ticket Management

• Monitor and manage a high-volume HR help desk ticketing system.

• Triage incoming requests, assess urgency, and route tickets to the appropriate HR personnel or department.

• Respond to routine inquiries using approved templates and knowledge base resources.

• Ensure timely resolution and follow-up on all assigned tickets.

• Track and maintain accurate records of ticket status and outcomes.

• Identify trends and recurring issues to inform process improvements.

Customer Service Excellence

• Serve as the primary point of contact for HR-related inquiries from employees, leaders, and applicants.

• Deliver clear, professional, and timely communication.

• Provide a high level of customer service with a focus on responsiveness and accuracy.

• Escalate complex or sensitive matters appropriately.

Onboarding & HR Operations Support

• Assist with new hire onboarding processes, including:

  • Benefits enrollment setup and approval

  • I-9 facilitation and compliance tracking

  • Review of new hire documentation to ensure completeness and accuracy

• Process service record requests in a timely and compliant manner.

• Support general HR administrative functions and special projects as needed.

• Support routine leave administration, including:

  • Entering leave of absence information in the HRIS

  • Maintaining the leave of absence tracker, including leave and anticipated return dates

Compliance & Confidentiality

• Handle sensitive employee information with the highest level of confidentiality.

• Adhere to all district policies, procedures, and legal requirements.

• Maintain accurate and compliant employee records.

• Uphold strict ethical standards; breaches of confidentiality are not tolerated.

QUALIFICATIONS:

• Demonstrate a minimum of 1 year of experience in a high-volume, fast-paced HR or customer service environment

• Experience working in a K-12 school district or public sector environment

• Experience with HRIS systems and help desk/ticketing platforms

• Bachelor’s degree preferred in Human Resources, Business Administration, or a related field (relevant experience may be substituted for education)

COMPETENCY AND SKILLS:

• Deep commitment to KIPP Texas’s mission, values, and Team & Family culture

• Strategic thinker with strong analytical and problem-solving skills

• Strong leadership and people development capabilities

• High level of attention to detail and commitment to accuracy and compliance

• Ability to prioritize, track, and complete daily tasks accurately and on time in a fast-paced environment

• Excellent communication skills, with the ability to make complex information accessible to diverse audiences

• Work cooperatively across teams and regions to support shared operational goals

• Adjust workflows quickly when priorities, schedules, or team demands shift

• Handle sensitive employee information with strict confidentiality, professionalism, and high ethical standards

Physical Requirements: 

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The person in this position needs to be able to move about inside and outside the school throughout the workday.

• The candidate is expected to attend conferences, meetings and training sessions both virtually and in person within the Region. 

Additional Requirements:

• Reliable transportation is needed for travel between campuses

• Ability to maintain emotional control under stress.

• Work with frequent interruptions.

Work Environment: 

• Hybrid work - Reports to the central office or schools three days a week.

• May require extended hours during peak hiring or onboarding periods

Travel Requirements: 

• Minimal travel: May travel to other school sites or regional offices for professional learning, meetings and other work related activities.

What We Bring to the Table: 

• Comprehensive medical, dental, and vision plans with coverage options for employees and their families. 

• Competitive vacation and flexible paid time off (PTO) policies.

• Paid family leave.

• Flexible spending account or high-yield HSA.

• Employee assistance programs. 

• KIPP also offers the following employee-paid benefits: legal plans, LifeLock identity protection, life insurance and disability insurance.

EEO: 

KIPP Texas is an Equal Opportunity Employer. KIPP Texas ensures equal employment opportunities regardless of race, creed, gender, color, national origin, religion, age, sexual orientation, or disability. Any individual needing assistance in making an application for any opening should contact the Talent Team. 

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job duties. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.