HR Service Representative - Remote

This is a 16-month contract position.

About the role

The HR Services Representative provides customer service, consultation support, and problem resolution on a variety of HR-related topics to the workforce, including pre-hires, employees, people leaders, retirees, and external inquiries. This role handles and resolves general to semi-complex requests related to employee benefits, payroll, talent acquisition, compensation, talent management, transaction support, contingent labor, and other HR areas.

Responsibilities

• Manage a phone, chat, or case workload in accordance with schedule, standards, and volumes while adhering to deadlines and cycle times.
• Resolve 60-80% of inquiries or cases by leveraging training, policy manuals, knowledge base, critical thinking, and individual employment factors (e.g., employee status, pay group, start date, compensation plans).
• Independently handle routine casework and process semi-complex cases with guidance.
• Make decisions for routine casework and consult with higher-level staff for more complex cases.
• Interface effectively with customers, managers, and employees at all levels via phone, chat, and cases to ensure a positive experience.
• Collaborate with and escalate cases to the HR Services Team or partners to ensure accurate and consistent responses.
• Determine the appropriate course of action or decision-making path and identify the correct provider.
• Adapt quickly and efficiently to varying customer needs, as well as process and technology-related issues.
• Meet team Key Performance Indicators (KPIs), including Customer Satisfaction, First Contact Resolution, SLA, and call/chat productivity metrics.

Requirements

• Bachelor’s degree in HR, business, or a related field, or an equivalent combination of education and experience.
• Minimum of 1 year of related Human Resources or benefits support experience, including previous customer service experience.
• Proficient in written and verbal communication.
• Strong customer service skills.
• Experience analyzing information, problem-solving, applying judgment and discretion, and making independent decisions.
• Demonstrated organizational skills with the ability to independently set priorities and meet deadlines.
• Computer proficiency, including Word, Excel, SharePoint, and current HR software packages (Workday experience preferred).

Skills

• Case Management
• HR Acumen
• Proven ability to problem-solve and act independently.

Benefits

• Supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans.
• Employee Stock Purchase Program (ESPP).
• 401K program with company match after 12 months of tenure (contributions typically allowed within 30 days of starting).
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program and access to certification prep, technical and leadership courses, books, and seminars after 6+ months of tenure.
• Certification discounts and perks for associations such as CompTIA and IIBA.
• Dedicated customer service team for consultants and access to a certified Career Coach.