HR Customer Service Representative

We are seeking a dedicated and solutions-focused Human Resources Customer Service Representative to join our HR Team. As an HR Customer Service Representative, you will be the primary point of contact for all employees, addressing inquiries related to pay, benefits, start dates, system access, and a broad range of HR policies and procedures.

This position requires excellent communication skills, a genuine desire to assist others, and the ability to resolve concerns efficiently while maintaining the highest level of professionalism and confidentiality.

A successful HR Customer Service Representative thrives in a fast-paced environment, delivers accurate information, and ensures seamless support throughout the employee experience. You must be comfortable using HR systems, handling sensitive information, and providing clear, empathetic assistance to employees at all levels.

• Respond to employee inquiries via phone, email, and HR ticketing systems, providing timely and accurate information on payroll, benefits, time-off, start dates, and system access.
• Educate employees on available benefits, HR policies, and procedures, ensuring understanding and compliance.
• Assist new hires with onboarding processes, guiding them through documentation, benefits enrollment, and system access setup.
• Troubleshoot system access issues for employees and partner with IT or HRIS teams as needed to ensure resolution.
• Escalate complex or sensitive concerns to appropriate HR specialists or leadership while maintaining detailed and accurate case records.
• Ensure data confidentiality while entering and updating employee information in HRIS systems.
• Collaborate with payroll and benefits teams to facilitate issue resolution and streamline employee support.
• Identify trends and recurring issues, proactively suggesting improvements to processes and employee resources.
• Maintain up-to-date knowledge of company policies, benefit programs, and HR-related regulations.
• Consistently provide a positive, helpful, and solutions-oriented experience for every employee interaction.

• Other:
  May undertake additional duties of similar complexity as required by the Supervisor.

• Previous customer service or human resources support experience preferred.
• Strong verbal and written communication skills with a professional and approachable demeanor.
• Familiarity with HRIS, payroll, and benefits administration systems (Workable, Paychex Flex, etc) is a plus.
• Highly organized and detail-oriented, able to manage multiple requests and priorities simultaneously.
• Strong problem-solving skills and ability to remain calm and composed under pressure.
• Discrete and trustworthy, able to handle confidential personnel information.
• Demonstrated ability to empathize with employees and provide clear, accurate guidance.
• Proficient in Google Suite and comfortable learning new systems and technologies.

• High school diploma or equivalent required; associate or bachelor’s degree in Human Resources, Business Administration, or related field preferred.
• 1+ year of experience in customer service, HR support, or administrative roles.
• Experience in a remote HR environment or with employee benefits administration is a plus.
• Knowledge of international employment laws, payroll processes, and benefit programs is desirable.

• Customer Focus:
  Consistently delivers excellent customer service and prioritizes employee needs.
• Communication:
  Demonstrates clear, concise, and professional communication in all interactions.
• Problem Solving:
  Analyzes situations accurately and provides effective, empathetic solutions.
• Attention to Detail:
  Ensures accuracy in data entry, documentation, and compliance with policies.
• Confidentiality:
  Maintains strict confidentiality and discretion regarding sensitive employee information.
• Teamwork:
  Collaborates well with HR colleagues to resolve employee concerns.
• Adaptability:
  Thrives in a fast-paced, dynamic environment and responds flexibly to shifting priorities.
• Initiative:
  Proactively identifies opportunities to improve the employee experience and HR processes.
• Technical Proficiency:
  Comfortable with HRIS, payroll, and benefits administration systems; quickly learns new technologies.

The HR Customer Service Representative position operates in a fully remote work environment, allowing for flexibility in managing tasks and responsibilities from a home office. This role requires reliable internet access, the ability to communicate effectively with team members, employees, management, and external agencies via phone, email, and virtual platforms.