HR Representative, People Services Center

HR Representative, People Services Center

We're looking for a dedicated and detail-oriented individual to join our team in a key role that supports our employees across a wide range of HR-related topics. As an HR Representative within the People Services Center, you will be the first point of contact for inquiries received via phone, email, voicemail, fax and other channels such as chats.

This role supports both internal and external customers, including subject matter experts, HR partners, active employees, and former team members.

You will be part of a centralized team focused on resolving Tier 1 inquiries through first-call resolution, while also providing intermediate support for more complex benefit-related issues and system navigation questions. In cases where issues require further investigation, you'll assist in research, escalation, and resolution efforts.

Due to the nature of the information handled, this position requires a high level of discretion and confidentiality. All work must comply with HIPAA regulations and internal data privacy standards.

Let's break down that day-in-the-life a bit more.

• General HR questions around topics such as time off, new hire questions, Workday password resets and policy questions.
• Payroll-related questions
• Unemployment Benefits- Specifically, working with our vendor Thomas and Company.
• Employment and Income Verifications
• Government and Court Requested Documentation
• Insurance benefits (health, dental, vision, short-term disability, long-term disability, accidental death and dismemberment, etc.)
• Retirement and pension plans

• Demonstrates a strong understanding of the case management approach, ensuring accurate, timely, and consistent resolution of employee inquiries.
• Effectively handles complex cases by applying root cause analysis to identify underlying issues and provide comprehensive solutions.
• Responds to a wide range of inquiries with professionalism and empathy via incoming calls, emails, chats and voicemails.
• Accurately documents all interactions and case details within Workday's case management system, maintaining clear and complete records.
• Maintains a proactive follow-up process for inquiries escalated to Subject Matter Experts, ensuring timely resolution and communication back to the inquirer.
• Leverages available tools, resources, and data to deliver accurate and timely information tailored to each inquiry.
• Initiates clear, concise, and professional communication with both internal and external customers, sharing relevant information and maintaining effective follow-up procedures. Communication may be verbal or written.
• Utilizes the knowledge base and other reference materials to confidently address questions and concerns.
• Educates employees on available self-service tools, such as Workday and the Workday mobile app, and provides navigation support to empower users.
• Explains benefits, insurance, retirement coverage, and responds to payroll-related questions with clarity and accuracy.
• Handles sensitive issues with discretion, diplomacy, and a strong commitment to confidentiality.
• Proactively communicates with Corporate or Retail Leadership when delays or issues arise in responding to inquiries, including initiating status reports as needed.
• Participates in additional duties and projects as assigned, contributing to team goals and continuous improvement efforts.

What do you need to succeed?

We all have unique skills that we bring to work and celebrate every day. For this role, there are foundation skills you'll need to succeed and excel. Additionally, while formal education in a related field is great to have, we are most interested in your 1-3 years (minimum) of professional experience, ideally in customer service or operations within HR, Benefits, Retirement, or Payroll functions.

The foundation skills you will need in this position are:

• High school diploma or equivalent experience required.
• Additional education or certifications in Human Resources, Business Administration, or related fields are a plus.
• Demonstrated experience in customer service, preferably supporting HR-related inquiries.
• Familiarity with HR systems such as Workday, Thomas and Company and case management system's like Workday Help is highly desirable.
• Experience using Genesys or other call center documentation platforms to manage and track interactions.

• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and general PC skills.
• Comfortable working flexible hours to meet operational needs and support global teams.

Core competencies:

• Strong oral and written communication skills, with the ability to convey complex information clearly and professionally.
• Excellent organizational and time management skills, with the ability to prioritize and manage multiple tasks in a fast-paced, high-volume environment.
• High level of attention to detail and accuracy.
• Effective problem-solving and analytical thinking abilities.
• Ability to navigate multiple systems and databases simultaneously.
• Strong interpersonal and listening skills, with a collaborative and empathetic approach to customer and team interactions.
• Quick learner with the ability to absorb, comprehend, and retain complex information.
• Skilled in identifying unspoken needs through effective questioning and active listening.
• Open to coaching and feedback, with a proactive approach to personal and professional development.
• Proven success in metric-driven environments focused on service excellence.
• Team-oriented mindset with a commitment to collaboration and shared goals.
• Reliable and dependable, with a strong record of excellent attendance.
• Bilingual capabilities are a plus and enhance communication across diverse teams.

*Note: This is a hybrid office based position based out of Greensboro, North Carolina. Minimum of 3 days in office is required.