HR Shared Services Customer Intake Specialist

Job Summary

Respond to inquiries and requests received from HR customers through phone, e‑mail, and chat, providing courteous, professional, and timely service while managing case information within the knowledge base.

• Provide courteous, respectful, and reliable service to pre‑hires, active and former employees, managers, and retirees.
• Assess and resolve customer inquiries or issues, escalating when necessary according to the service delivery routing structure.
• Capture interactions within case management by creating, updating, and closing case records with high quality and accuracy.
• Navigate the knowledge base, applying relevant content to resolve inquiries efficiently and accurately.
• Perform additional duties as assigned or requested.

Bachelor’s Degree in Business, Human Resources, or a related field (substitutions: 6 years of relevant experience in lieu of a degree).

Business or Human Resources background.

• 2–5 years of experience in Human Resources or 2–5 years in a call center/customer service setting.
• Preferred experience with Workday or another HR database or platform system.

• Knowledge of case management processes.
• Ability to work in a fast‑paced environment while maintaining quality results.
• Strict confidentiality with regard to work processes and employee information.
• Excellent customer service skills and strong interpersonal skills.
• Knowledge of multiple languages (preferred).
• Preferred certifications: PHR/SPHR or Workday Certification.

• Travel Requirement: 0%–25% of time.
• Physical:
  Lifting up to 10 pounds regularly; occasional 10–25 pounds; rarely 25–50 pounds.

Pay Range: $19.66 – $27.42 per hour (base pay determined by qualifications, experience, and business considerations).

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.