Bilingual HR Service Center Representative

Overview Smithfield is a sustainably feeding company producing good food the right way with respect for our people, animals, communities and planet. We welcome opportunities across locations and functions, grounded in our Core Four values – gratitude, communication, respect and accountability – and a strong commitment to learning, collaboration and innovation. If you are currently employed at Smithfield, please log into Workday and submit your application through the Jobs Hub. Opportunity The Human Resources team is searching for ambitious personnel to join their everyday mission to discover, hire and retain great talent. These personnel will serve as the conduit for positive employee relations, performance management and the focal point for benefits and compensation. You would be instrumental in achieving Smithfield's goal to become the #1 consumer packaged goods company in the world. Reporting directly to the HR Service Delivery Manager, this role serves as a member of the HR Service Delivery team. The role provides excellent customer service in handling first-tier Human Resources support inquiries from employees and leaders. Inquiry topics include HR policies, practices, tools and processes, and may arrive via phone calls or tickets. The HR Service Center Representative records and tracks issues via the case management tool from initiation to resolution, and utilizes SOPs to answer questions, redirect callers and follow the escalation model. Core Responsibilities Intake Tier I inquiries via telephone or the case management tool, responding using training and company-furnished tools. Document inquiries completely in the case management tool for proper tracking. Utilize standard operating procedures and policies, and knowledge of HR systems and navigation to answer inquiries. Engage language translation services for non-English inquiries. Provide assistance in navigating and educating employees on the availability of online HR tools and information through tier 0 self-service functions. Employ appropriate outreach methods to provide answers to the employee. Follow the defined escalation process for complex inquiries or issues. Uphold service level agreement metrics for problem resolution timeframes. Abide by quality guidelines when handling customer calls. Perform administrative, transactional and data/records management activities ensuring accuracy of information and necessary approvals. Stay abreast of changes to policies and practices. Work independently without the need for continuous oversight. Ensure employee privacy where appropriate, including confidentiality and protection of sensitive client reports or information. Support the One HR philosophy. Qualifications Bachelor’s degree in Human Resources, Business, or a similar relevant field from an accredited four-year college or university, or equivalent combination of education and experience. Bilingual proficiency in English and Spanish. Exemplify consistent superior customer service. Ability to handle conflict. Strong computer skills, including productivity software, digital communications, digital researching, and troubleshooting. Strong Microsoft Office, email and internet skills. Experience using HR software. Previous Human Resources and/or Customer Service experience preferred. Ability to communicate effectively over the phone and in writing with all levels within the organization, demonstrating high integrity, ethics and customer service. Attentive listening skills with ability to ask probing questions to aid in problem solving and issue escalation. Ability to work effectively in high-pressure situations that require sound decision making and may involve confidential or sensitive matters. High sense of urgency for meeting commitments and completing assignments. Relocation Package Available. EEO Information Smithfield is an equal‑opportunity employer committed to workplace diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, gender identity, protected veteran status, status as a disabled individual or any other protected group status or non‑job characteristic as directed by law. If you are an individual with a disability and would like to request a reasonable accommodation for any part of the employment selection process, please call View phone number on click.appcast.io. #J-18808-Ljbffr Smithfield Foods