HR Service Center Representative - Hilo

Job Function

Provides quality and timely Tier 1 Human Resources customer service and operational support for work assigned to the HR Service Center, serving as the centralized intake point for employee, retiree, and external inquiries regarding HR policies, programs, and systems. Executes standardized HR transactions, maintains HRIS data integrity and personnel records, supports recruiting and onboarding administration, and ensures compliance with SOX protocols, Company policies, and applicable legal requirements, resolving employee inquiries and cases through interpretation of HR policies and programs, exercising independent judgment within defined guidelines;

escalates only matters that materially deviate from established parameters or present significant organizational risk.

• Advise and respond in a timely, accurate, and consistent manner to HR Service Center inquiries through phone, email, and other channels regarding HR policies, processes, procedures, and issues while maintaining high levels of customer service and confidentiality; manages the case management tool to capture, track, research, follow up, and escalates inquiries as needed.
• Serves as the Tier 1 intake and execution point for Human Resources work assigned to the HR Service Center, evaluates, analyzes, and resolves employee inquiries by interpreting HR policies, procedures, and program guidelines; determines appropriate course of action for both routine and moderately complex situations, including those requiring judgment where explicit guidance may not exist.
• Maintain Human Capital Management data and data integrity in Success Factors Employee Central and SAP system by creating, reviewing, approving, and auditing system transactions and records related to personnel changes, compensation, employee relations, leave of absence, reporting, new hires, transfers, promotions, terminations, retirements, pay changes, and other employment actions; maintain personnel files and support audits and compliance reporting.
• Manage job postings, applicant tracking data, pre‑employment test administration, pre‑employment screenings, hiring clearance notifications, onboarding communications, new hire documents, I‑9 completion, and E‑Verify processing in a timely manner.
• Identify continuous improvement opportunities to ensure HR policies, processes, and controls are designed, documented, and operating efficiently and effectively; support HR projects such as system testing, system updates, reorganizations, and ongoing process improvement.
• Provide general support to the division, department, and company including dissemination of announcements and information, legal bulletin board maintenance, and other assigned duties.
• Participate in Company emergency response activities as assigned.

• Bachelor’s degree in Human Resources strongly desired, or equivalent work experience.
• Working knowledge of HR principles, employment laws, and regulations.
• Technical aptitude and proficiency in Microsoft Office Suite.
• Strong knowledge of general office procedures and practices.
• Good working knowledge and proficiency in HR Management Systems.
• Basic knowledge of collective bargaining agreement principles.

• Ability to work effectively in high-pressure situations requiring sound decision making and involving confidential and/or sensitive matters.
• Excellent verbal and written communication and interpersonal skills.
• Strong organizational skills with ability to manage multiple responsibilities and maintain attention to detail.
• Ability to work collaboratively and foster a cooperative work environment.
• Ability to conduct presentations for various employee groups.

• 3 years of experience working in direct customer service, call center, or administrative positions, preferably in Human Resources; relevant internship experience will be considered.
• 1 year of experience in Human Resources.
• HRIS experience preferred.

Role: Professional

Number of Vacancies: 1

Location: Hilo – Hawaii

Hiring Range: $60,000.00 to $75,000.00

EEO Statement:
Hawaiian Electric Companies is an equal opportunity employer, including disability and protected veteran status. Hawaiian Electric Companies complies with all applicable laws, including Title I of the Americans with Disabilities Act. Any request for reasonable accommodation needed during the application process should be communicated by the candidate to the HR Service Center at .