HR Service Center Representative

Cartago, Cos

Job Summary

The HR Services Representative acts as the first point of contact for HR inquiries, identifying and delivering solutions to employees and People Leaders. This role executes processes, delivers services, and manages day-to-day operations within the assigned HR function or service area.

The Representative supports and performs transactional activities required to enable HR business processes and deliver a best-in-class employee experience.

Key Responsibilities

Perform HR Services tasks of increasing complexity under general supervision. Act as the first point of contact for HR inquiries, demonstrating an employee-centric mindset and empathy in customer service delivery to create a positive and memorable experience for every customer.
Execute daily service operations by responding to increasingly complex service demands and issues as they arise, including call volumes, staffing constraints, chat inquiries, and service portal requests. Identify solutions and provide HR-related information to employees and People Leaders.
Delegate and escalate inquiries as appropriate while maintaining ownership of HR cases through completion. Track progress and provide continuous updates to requestors regarding the status of their inquiries.
Administer HR tasks and activities within the assigned function or service area.
Leverage end-to-end process documentation, procedures, work instructions, Knowledge Base resources, and Case Management content to resolve inquiries efficiently and execute day-to-day operational activities.
Identify and communicate emerging issues and trends from employee interactions, providing insights that support continuous improvement initiatives, reduce inquiry volumes, improve turnaround times, and enhance the employee experience.
Contribute to the improvement of HR Knowledge Base and Case Management content based on user experience and operational insights.
Perform other incidental duties as required.

Education and Experience

High School Diploma or equivalent required.
Bachelor’s degree or equivalent in Human Resources, Business Administration, or a related field preferred.
Minimum of 2 years of experience in Human Resources Administration or a Shared Services environment required.
Experience interacting with and supporting all levels of management preferred.
Experience managing HR system data preferred.
Experience and understanding of enabling technologies, such as case management systems and employee and manager self-service platforms, within a customer service environment preferred. ServiceNow experience is preferred.
Experience with an ERP system preferred. Workday experience is a plus.
Proficiency in Microsoft Office tools and applications required.

Additional Skills and Competencies

Good knowledge and understanding of HR policies, procedures, and service delivery practices.
Good knowledge of HR Services and the ability to operate effectively and proactively in a customer service environment, maintaining a strong customer focus and employee experience mindset.
Ability to exercise sound judgment and critical thinking when determining appropriate escalation paths, engaging additional resources, or making processing decisions.
Ability to effectively utilize HR technology systems, resource materials, and websites to accurately capture, track, and follow up on employee inquiries.
Ability to interact with employees at all levels of the organization to resolve complex or challenging issues.
Ability to manage high workloads and competing priorities while supporting HR teams, employees, and People Leaders.
Strong attention to detail and commitment to high-quality and accurate service delivery.
General understanding of applicable employment legislation and compliance requirements.
Excellent verbal and written communication skills.
Strong analytical, problem-solving, and critical-thinking skills.

To apply for this job please visit recluta.org.