HR Customer Service Rep

The confidential company is seeking an HR Customer Service Representative to serve employees through its Employee Contact Center. The role handles high-volume HR inquiries, researches and resolves issues related to payroll, benefits, and employee data, documents cases, escalates complex requests, and maintains confidentiality and compliance.

Responsibilities:

• Customer Support: Act as a subject matter expert for employee and manager inquiries, managing a high volume of inbound calls and cases with exceptional service
• Problem Resolution: Research and resolve inquiries by applying documented policies, procedures, and sound judgment
• Escalation: Identify and escalate requests or issues that fall outside of standard processes to HR Specialists or Supervisors
• Documentation: Maintain detailed case notes and document transaction status to track the stage of completion for all inquiries
• Compliance & Knowledge: Maintain up-to-date knowledge of organizational HR policies as well as federal, state, and local employment laws
• Reporting: Produce and maintain functional HR records and reports as required

Requirements:

• Location: Remote, but must be local for equipment pick up/drop off
• Must have call center experience OR HR experience - both is preferred
• Schedules varying between 8-5pm, 830-530pm and 9-6pm
• No tardies or absences during training
• High school diploma required
• 2 years of experience in a contact center, HR, or customer service
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• Strong web navigational and computer skills
• Typing speed of 50+ WPM with high accuracy in grammar and spelling
• Superior written and verbal communication, strong organizational skills, and the ability to de-escalate customer complaints
• Associates degree preferred
• Bachelor's degree
• Experience with Human Capital Management (HCM) or Customer Relationship Management (CRM) software, specifically PeopleSoft or Workday
• Previous experience in a shared services model supporting a large employer
• Professional in Human Resources (PHR) or SHRM Certified Professional (SHRM-CP)