Human Resources Specialist

HR Service Center Representative

Position Overview

The HR Service Center Representative serves as a primary point of contact for employees, managers, retirees, and HR partners, delivering support across a broad range of human resources programs and services. This role is responsible for responding to inquiries, resolving issues, guiding customers through HR processes, and ensuring a positive service experience through accurate and timely support.

Key Responsibilities

• Respond to employee, manager, and HR-related inquiries received through phone, email, ticketing systems, and other communication channels.
• Provide support across multiple HR functions, including benefits administration, compensation, talent acquisition, HR systems, leave programs, employee relations, and other HR operations.
• Educate customers on available HR resources, self-service tools, policies, and procedures to promote efficient issue resolution.
• Manage a high volume of daily interactions using workforce and case management systems.
• Serve as a trusted resource to employees and managers by providing guidance on HR policies, processes, and best practices.
• Take ownership of assigned cases from intake through resolution, ensuring appropriate follow-up, documentation, escalation management, and customer communication.
• Research issues, analyze available information, and identify practical solutions while maintaining a high level of service quality.
• Escalate sensitive or complex matters to the appropriate HR subject matter experts, Centers of Expertise, or HR Business Partners when necessary.
• Utilize internal knowledge resources, documentation, and HR technologies to support operational effectiveness.
• Assist in maintaining and enhancing HR knowledge articles, standard operating procedures, and employee-facing portal content.
• Maintain ongoing communication with customers regarding case status, next steps, and final resolution.
• Meet or exceed established service metrics related to responsiveness, accuracy, customer satisfaction, and issue resolution.
• Support employee data maintenance and recordkeeping activities while ensuring compliance with company policies and regulatory requirements.
• Contribute to continuous improvement initiatives by identifying opportunities to streamline processes, improve service delivery, and enhance the employee experience.
• Perform additional duties and special projects as assigned.

Qualifications

Required Skills

• Working knowledge of fundamental HR practices and employee support processes.
• Strong customer service orientation with the ability to handle inquiries professionally and effectively.
• Excellent verbal and written communication skills.
• Strong organizational, analytical, and problem-solving abilities.
• High attention to detail and accuracy.
• Comfortable working with HR systems, databases, and technology platforms.
• Ability to prioritize competing demands and manage multiple tasks in a fast-paced environment.
• Proven ability to handle confidential and sensitive information appropriately.

Education

• High School Diploma or equivalent required.
• Bachelor's Degree in Human Resources, Business Administration, or a related field preferred.

Experience

• 0-2 years of experience in Human Resources, Employee Services, HR Operations, or a related function.
• Demonstrated success supporting internal customers and delivering high-quality service in a professional environment.
• Experience working within case management or service delivery environments is highly desirable.

Certifications

• Professional HR certification (PHR, SHRM-CP, or equivalent) preferred.

Work Environment

This position operates primarily within a professional office setting and requires regular use of computers, telephones, and other standard business equipment. Responsibilities may involve extended periods of sitting, standing, typing, and verbal communication.

Additional Considerations

The role requires strong judgment, discretion, and the ability to work effectively under deadlines while managing multiple priorities. Successful candidates will demonstrate both independent initiative and collaboration while maintaining the confidentiality of sensitive employee and business information.