HR Service Center Representative

Job Description

JOB DESCRIPTION:

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Business Support Center Rep/HR Service Center Representative

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Schedule:

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• Shift will be either 8:00 AM–4:00 PM or 11:00 AM–7:00 PM.
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• November - December, 2026: Remote
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• January - February, 2027: 100% onsite
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• March 2027 onward: Likely remote again
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• Overall, the role is hybrid , so flexibility to work onsite is required when needed.
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Go-Live Schedule:

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• Must be available to work December 31st & January 1st.
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• Also required to work Saturday , January 2nd, Sunday , January 3rd, Saturday , January 9th, and Sunday , January 10th.
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• Outside of these dates, the normal schedule is Monday - Friday .
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Summary:

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Responsible for Tier 1 support for employee inquiries received via multiple sources (telephone, e-mail, direct interaction, etc.), providing a high level of customer service to Client employees focused on First Touch Resolution. Develop a working knowledge of general HR programs, policies, procedures, and guidelines supporting the HR function. Responsible for issue identification, case management initiation, issue resolution, and when needed, escalation to appropriate Tier 2 support.

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Responsibilities:

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• Support transactions, user inquiries, and ticket resolution related to the Workday ERP implementation and existing Workday HCM platform.
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• Provide timely and accurate support through calls, service requests, and case management processes.
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• Partner with stakeholders across HR, Finance, IT, Supply Chain, Research and other business functions to troubleshoot issues and support business processes.
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• Assist with system adoption, process improvements, and end-user support activities to ensure successful ERP and HCM operations.
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Tier 1 Support and Resolution:

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• Respond to inquiries and provide Tier I support of basic to moderate complexity inquiries submitted to Resource Center-to include general inquiries, feedback, or notification of incidents using call scripts and knowledge base to provide appropriate responses.
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• Actively redirect customers to self-service options as appropriate, teaching them how to be self-sufficient in the use of direct access tools and the HR knowledge base.
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• Use computerized systems for tracking, information gathering, and/or troubleshooting pertaining to each inquiry.
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• Document issues and identify appropriate actions to resolve inquiries.
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• Obtain supervisory input to resolve new types of problems.
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• Give periodic status reports in written and verbal formats.
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• Professionally handle all inbound/outbound inquiries.
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• Place out-bound calls to assist with follow-up requirements.
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• Problem resolution.
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• Provide superior customer service to the employees and managers.
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• Contribute to a high-caliber service environment by ensuring the timeliness of customer responses and ensuring transactions are processed in a consistently accurate and timely manner.
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• HR Operations and Transaction Support:
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• Responsible for day-to-day operational support for key HR business processes and applications related to Recruiting, Employee/Manager Self-service transactions, Absence, Performance Management, Benefits, Payroll, Finance, and Compensation.
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• Process Workday transactions for occasional concierge service.
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• Perform proactive outbound follow-up communications, as necessary.
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• Execute tasks in accordance with standard operating procedures, including data-entry transactions in Workday or other systems.
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• Collaborate with HR Business Partners and Managers on low complexity issues.
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• Train New HR Resource Center Representatives.
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HR Knowledge Base Content:

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• Support Development of HR Knowledge base content.
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• Stay current on all new & upcoming System functionality; Policy and Procedure, Regulatory and Compliance changes for the purpose of informing business and resource center.
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• Partner with HR Business partners and Center of Expertise to understand all new and existing policies.
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Projects and Process Improvement:

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• Provide continuous feedback to manager about trends, processes, and opportunities for improvement.
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• Identify and recommend process improvements that significantly reduce workloads or improve quality for his/her assigned area(s) of responsibility.
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• Assist with testing of enhancements to key HR applications and related processes; ensuring system enhancements are thoroughly tested; assess impacts to employees, managers, and/or HR.
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Required Skills & Experience:

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• Customer Service experience, Finance and/or Supply Chain and/or aptitude
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• HS Diploma/GED required
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• Associate's Degree or Certified Vocational Training in HR or Communication Preferred.
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• -2+ years of experience in a Business Environment Preferred
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