Customer Service Week: If You Work for the Exchange, You’re an HRSC Customer

In brief:

• The Human Resources Support Center is there for you
• Answers questions and helps resolve issues
• Fields more than 19,000 calls and 65,000 tickets yearly

During Customer Service Week, the Exchange is celebrating associates who are on the front lines of serving the best customers in the world, whether those associates work at stores or at the MILITARY STAR or e-commerce contact centers.

But there’s another contact center. And if you’re an active Exchange associate, you’re its customer.

Every day, the Human Resources Support Center (HRSC) works to answer questions from Exchange associates or to help them to resolve issues. The team of more than 30 associates fields an average of more than 19,000 calls and 65,000 tickets yearly yearly, exemplifying this week’s theme of “going the extra mile” for associates and sharing the customer-service philosophy of solving for yes.

“One of the misconceptions is that we’re simply just a call center,” said Angel Jones, HRSC manager. “Calls are only part of what we do. We support centralized processing programs, workers’ comp, quality assurance, personnel records. We support all associates and HR teams.”

Many calls involve simple questions. But some are more complicated.

“We’ll get calls regarding an associate’s pay or an issue at the local Exchange that they might not necessarily want to address with their supervisor,” Jones said. “Associates will reach out to us to help them resolve issues. We’ll gather information for them—we have points of contact because we deal with payroll, with local Human Resources offices—to resolve issues. We’ll provide guidance on who they need to contact.”

Through Friday, HRSC will have theme days in which associates dress in different attire for each day. There will be games and prizes given out during the week as well, and each day will include plenty of food. The week will feature an “Extra Mile Passport”—every time an associate participates in the theme-day wear or game, the passport is stamped. Associates who complete all five days will be eligible for a grand-prize drawing.

“We’re still getting the work done,” Jones said. “But we’re also making sure that there are fun activities. Our goal is for Exchange associates, our valued internal customers, to see the HRSC as more than just a place to turn when issues arise. We strive to be a trusted partner that simplifies access to support, provides guidance, and helps associates move forward with confidence.”