Human Resources (HR) Customer Service Representative 5410

Human Resources (HR) Customer Service Representative 5410

Location: Milwaukee, WI or Remote (United States)

Work Arrangement: Hybrid (3 days onsite per week in Milwaukee) preferred but will consider remote

Duration: ASAP contract through December 31, 2027

Perks: Pay is $16/hour w2, benefits, and complimentary daily lunch when working onsite

Job Description:

The HR Contact Center serves as the primary point of contact for HR-related inquiries across the workforce, including retirees. This team supports a broad range of HR functions, including benefits, retirement, recruiting, talent management, payroll, health services, contingent labor, and policy-related questions.

Support is delivered through multiple channels, including phone, live chat, and case management systems. This position will join a team of four HR Contact Center Representatives and play a critical role in delivering a high-quality employee experience while ensuring timely and accurate resolution of HR-related inquiries. The role can be performed remotely within the United States or in a hybrid capacity from the Milwaukee office.

Work Schedule

Candidates must be available to work one of the following Central Time schedules:

• 8:00 AM - 4:30 PM CT

• 8:30 AM - 5:00 PM CT

Position Summary

The Customer Service Representative serves as a key point of contact for workforce-related inquiries, delivering exceptional customer service and resolution support across a broad range of Human Resources functions. This role supports pre-hires, employees, managers, retirees, and external stakeholders by addressing questions, providing guidance, and resolving issues related to benefits, payroll, talent acquisition, compensation, talent management, contingent labor, HR transactions, and other HR programs.

The ideal candidate combines strong HR knowledge, customer service excellence, and problem-solving skills to deliver timely, accurate, and professional support in a fast-paced environment.

Key Responsibilities

• Manage a daily workload of phone calls, chats, and case management activities while adhering to established service standards, response times, productivity goals, and service level agreements.
• Resolve a high volume of routine and moderately complex HR inquiries by leveraging training, policies, knowledge resources, critical thinking, and individual workforce circumstances.
• Independently manage routine casework and process more complex issues with guidance from senior team members as needed.
• Provide professional, empathetic, and solution-oriented support to employees, managers, candidates, retirees, and external customers.
• Research and analyze workforce information to identify appropriate solutions and ensure accurate case resolution.
• Collaborate effectively with HR colleagues and cross-functional partners to deliver consistent, compliant, and customer-focused outcomes.
• Escalate complex or specialized inquiries to the appropriate internal teams or subject matter experts when necessary.
• Determine the appropriate course of action and identify the correct resource, team, or service provider to address customer needs.
• Adapt quickly to changing business priorities, customer requirements, system enhancements, and process updates.
• Maintain accurate documentation of inquiries, actions taken, and case resolutions within case management systems.
• Contribute to achieving team performance goals, including customer satisfaction, first-contact resolution, service-level agreements (SLAs), response times, and productivity metrics.
• Support continuous improvement initiatives by identifying opportunities to enhance processes, service delivery, and the overall employee experience.

Required Qualifications

• Bachelor's degree in Human Resources, Business Administration, or a related field, or an equivalent combination of education and relevant experience.
• Minimum of 1 year of Human Resources, employee benefits, HR operations, HR shared services, contact center, or related customer support experience.
• Strong verbal and written communication skills with the ability to explain complex information clearly and professionally.
• Demonstrated customer service and relationship-building skills with a focus on delivering a positive customer experience.
• Strong analytical, critical thinking, and problem-solving abilities.
• Ability to exercise sound judgment, maintain confidentiality, and make independent decisions within established guidelines.
• Excellent organizational and time-management skills with the ability to prioritize competing demands and meet deadlines.
• Proficiency with Microsoft Office applications, including Word, Excel, and SharePoint.
• Experience working with HR systems and case management platforms; Workday experience preferred.

Required Skills

• Case Management
• HR Acumen
• Proven Problem-Solving Skills
• Independent Decision-Making
• Customer Service Excellence
• Written and Verbal Communication
• Organizational Skills

Preferred Skills

• Attention to Detail
• Customer Support Experience
• Emotional Intelligence
• Workday Experience
• HR Shared Services Experience
• Ability to thrive in a fast-paced, metrics-driven environment

Success Measures

Success in this role will be demonstrated through consistently achieving service and performance goals, including:

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Service Level Agreements (SLA)
• Call and Chat Productivity Metrics
• Timely and Accurate Case Resolution
• Quality and Compliance Standards