Customer Service Representative

Job Title:

People Experience Representative I

Department:
People & Culture / HR Service Center

The People Experience Representative I serves as the first point of contact for HR-related inquiries. This role provides timely, accurate, and professional support to teammates and leaders, ensuring a positive service experience. The representative resolves routine concerns at first contact and escalates complex issues as needed, while handling transactional tasks that support efficient case resolution.

• Deliver exceptional customer service with a patient, solutions-focused approach.
• Respond to HR inquiries via phone, email, and web platforms.
• Utilize HR policies, procedures, ERP systems, and knowledge tools to provide accurate guidance.
• Resolve routine issues independently and elevate complex cases appropriately.
• Document all interactions in the case management system within defined SLAs.
• Maintain service level agreement (SLA) performance and quality standards.
• Provide clear explanations of HR processes and policies.
• Partner with People Operations, COEs, and HRIS teams to ensure timely resolution.
• Identify root causes of issues and recommend process improvements.
• Maintain high teammate satisfaction and service quality scores.

Bachelor’s Degree in Human Resources, Business, or related field (or equivalent experience).

1+ year of HR experience or 5+ years of customer service experience.

• Strong customer service orientation with active listening skills.
• Ability to resolve issues efficiently and elevate when necessary.
• Knowledge of HR functions and service center operations.
• Detail-oriented and able to work in a fast-paced environment.
• Strong communication and stakeholder engagement skills.
• Ability to meet performance metrics and quality standards.

• Primarily office-based environment.
• Some travel required; exposure to typical travel-related conditions.