HR Service Center Representative

HR Service Center Representative

The HR Service Center Representative is responsible for providing Tier 1 HR support through multiple communication channels, including phone, chat, email, and case management systems. This role serves as a primary point of contact for employees, managers, and internal stakeholders by resolving inquiries related to human resources, payroll, timekeeping, travel and expense, benefits, and employee lifecycle processes. The position also supports continuous process improvement initiatives through the use of AI-powered technologies and automation tools while ensuring compliance with established service standards and data privacy requirements.

Job Responsibilities

• Provide timely, accurate, and professional support for human resources inquiries through phone, chat, email, and case management systems.
• Resolve employee inquiries related to payroll, benefits, timekeeping, travel and expense, employee records, and HR policies.
• Utilize knowledge base resources, troubleshooting techniques, and AI-assisted tools to resolve customer issues.
• Document customer interactions and resolutions accurately within the case management system.
• Meet established service level agreements (SLAs) for response time, quality, and customer satisfaction.
• Manage complex or sensitive customer interactions with professionalism and discretion.
• Escalate issues appropriately when additional support or specialized expertise is required.
• Perform administrative HR support functions, including employment verification, document management, employee record updates, workplace accommodations, and related employee service activities.
• Maintain confidentiality while ensuring compliance with company policies, data privacy standards, and regulatory requirements.
• Collaborate with cross-functional teams to improve service delivery and operational effectiveness.
• Participate in continuous improvement initiatives by identifying opportunities to streamline processes through AI-driven chatbots, voice assistants, and robotic process automation (RPA).
• Continuously expand technical and functional knowledge of HR technologies and support processes.
• Perform other duties as assigned.

Job Requirements

• Minimum of 5 years of experience in a human resources shared services, HR support, or call center environment required.
• High school diploma or GED required; bachelor's degree preferred.
• Experience supporting high-volume customer service environments using case management or ticketing systems.
• Experience utilizing AI-driven chatbots, voice assistants, and robotic process automation (RPA) solutions.
• Advanced proficiency with Microsoft Office applications, including Excel, Word, and PowerPoint.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to manage confidential and sensitive information with discretion.
• Strong customer service skills with the ability to resolve complex employee inquiries.
• Ability to collaborate effectively with cross-functional teams and stakeholders.
• Knowledge of human resources, payroll, timekeeping, and employee service processes preferred.
• Experience with HR information systems and service management platforms, including Workday and ServiceNow, preferred.
• Knowledge of travel and expense processes preferred.
• Ability to adapt to changing technologies and continuously improve operational processes.

Education

• High school diploma or GED required.
• Bachelor's degree preferred.

Work Experience

• Minimum of 5 years of experience in a human resources shared services, HR support, or call center environment required.
• Experience supporting high-volume customer service operations using case management or ticketing systems required.
• Experience utilizing AI-driven chatbots, voice assistants, and robotic process automation (RPA) solutions required.