Services Rep

November 06, 2026

Regular-Full time

This is a non-union position.

Are you an aspiring HR professional? If you have a positive demeanor with a high level of professionalism, we have an excellent opportunity for you!

As an Employee Services Rep, the primary responsibility in this role is outstanding customer service to employees, in a high pressure contact centre environment. Specific accountabilities include answering inquiries, researching and resolving payroll, benefit, pension and workforce information issues, through the case management system.

• Serve as the first point of contact for HR inquiries across phone, chat, case, and email channels, providing accurate and timely support on pay, time and time-off, benefits, pension, leaves, HR policies, onboarding, offboarding, and other employee lifecycle events.
• Investigate and resolve standard HR issues by validating information across HR systems, coordinating with specialized teams, and delivering first-contact resolution where possible while meeting established service level agreements (SLAs); exercise sound judgment when escalating complex matters.
• Guide employees and leaders in the effective use of Workday, Mya – our HR chatbot, and other digital HR tools, promoting self-service and providing support with personal information updates, banking details, time entry, benefits and pension elections, and manager self-service transactions.
• Accurately document interactions, investigations, and supporting information in Neocase and other HR systems; maintain complete audit trails, pull Workday reports and MyHR contact history, support HR investigations and fact-finding, and assist with Data Subject Access Requests (DSARs).
• Handle sensitive, confidential, and regulated information in accordance with privacy, SOX controls, and information security requirements while building strong partnerships with Payroll, Benefits, Pension, Leaves, HR Advisory Services, Workforce Analytics, and other specialized HR teams.
• Identify recurring issues, knowledge gaps, and process inefficiencies and recommend data-driven improvements; contribute to job aids, knowledge articles, FAQs, training materials, quality assurance reviews, peer coaching, SME/ASME activities, and cross-team knowledge sharing.
• Support the onboarding and ongoing development of MyHR team members through coaching, shadowing, and knowledge transfer; provide flexible operational support during peak HR cycles, system go-lives, and changing business priorities while demonstrating MyHR Guiding Principles and Enbridge core values.

• Minimum 3 years of experience in customer service or related HR operations role or equivalent certification or college diploma
• Strong customer service orientation with demonstrated ability to manage high volume, multi-channel inquiries.
• Proven experience working with HRIS platforms (Workday preferred) and case management systems (Neocase or similar).
• Excellent written and verbal communication skills; ability to explain complex HR concepts clearly.
• Strong judgment, problem solving, and decision making skills.
• Time management skills and ability to prioritize
• Continuous improvement mindset
• Ability to remain calm under pressure and effectively deescalate sensitive situations.
• Fluency in English;
  French bilingualism considered an asset.

• HR designation or progress toward CPHR (or payroll/benefits designation).
• Experience supporting HR transformations, system implementations, or digital self-service initiatives.
• SME or mentoring experience within an HR service delivery environment.
• College diploma in HR or related field; bachelor’s degree preferred.

• Must be available to work shifts between the hours of 6am and 5pm Mountain time and Stat holidays as required
• Open-concept office environment which requires diplomacy, privacy and confidentiality
• Adherance to company policies as well as legal requirements pertaining to Human Resources practices.
• Ever-changing environment, coupled with competing priorities, which requires flexibility, and multi-tasking
• Ability to deal with high pressure situations in a calm and professional manner at all times (eg. Process or system failure, open enrollment, etc.)
• Ability to deal with irate callers and skilled to de-escalate in a high pressure environment
• Attention to detail and high level of accuracy required – no room for error due to high risk exposure and SoX compliance/Auditor reviews
• Proactive and superior…