HR Service Center Representative

JOB DESCRIPTION:

Business Support Center Rep/HR Service Center Representative

Schedule:

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

Go-Live Schedule:

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

Summary:

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.

Responsibilities:

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

Tier 1 Support and Resolution:

• 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.
• 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.
• Use computerized systems for tracking, information gathering, and/or troubleshooting pertaining to each inquiry.
• Document issues and identify appropriate actions to resolve inquiries.
• Obtain supervisory input to resolve new types of problems.
• Give periodic status reports in written and verbal formats.
• Professionally handle all inbound/outbound inquiries.
• Place out-bound calls to assist with follow-up requirements.
• Problem resolution.
• Provide superior customer service to the employees and managers.
• 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.
• HR Operations and Transaction Support:
• 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.
• Process Workday transactions for occasional concierge service.
• Perform proactive outbound follow-up communications, as necessary.
• Execute tasks in accordance with standard operating procedures, including data-entry transactions in Workday or other systems.
• Collaborate with HR Business Partners and Managers on low complexity issues.
• Train New HR Resource Center Representatives.

HR Knowledge Base Content:

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

Projects and Process Improvement:

• Provide continuous feedback to manager about trends, processes, and opportunities for improvement.
• Identify and recommend process improvements that significantly reduce workloads or improve quality for his/her assigned area(s) of responsibility.
• 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.

Required Skills & Experience:

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