People Support Center Representative I

Job description

Under close supervision, this position serves as the first point of contact for employees and people leaders, providing timely, accurate, and customer-focused support on routine human resources (HR) inquiries via phone calls, emails, and chats. This role handles high-volume call and case intake related to policies, basic transactions, benefits navigation, and standard HR processes, while accurately documenting interactions in case management systems.

Representatives at this level follow established scripts, knowledge articles, and escalation protocols, ensuring issues outside scope are routed appropriately to Sr Representatives or other People Relations teams.

Key Responsibilities

• Document all People Support Center activities and assign to appropriate party using internal management tools
• Meet acceptable standards of service center metrics, such as hold time, length of call, transfers, unavailable time, and resolution and processing accuracy and timeliness Address routine incoming employee inquiries by resolving all HR questions within designated scope promptly during incoming phone calls, emails, and chats, escalating lengthier and/or more complex calls
• Communicate and interpret HR and Payroll policies and procedures for all levels of employees
• Provide self-service guidance to employees related to the accuracy and completeness of personnel records; maintain a high level of data integrity and protection of personally identifiable information (PII) in the HRIS Support HR technology and application testing, implementations, and/or updates
• Perform additional administrative duties as the need arises

Qualifications

Minimum Qualifications

• High School Diploma/GED with 6 or more months of HR administration, a call center environment, customer service, or transportation/logistics, or relevant experience, and/or military equivalent OR suitable combination of education, experience, and training AND/OR Demonstration of the following skills and abilities through education, certifications, military, or other experiences Experience using computers and phones in a professional/office setting
• Ability to accurately analyze situations and reach productive decisions based on informed judgment
• Ability to act professionally, maintaining composure and confidentiality
• Ability to follow established procedures
• Ability to effectively transmit, receive, and accurately interpret ideas through various mediums
• Ability to gather, clarify, and apply information transmitted verbally, while exhibiting a genuine interest toward the speaker
• Ability to manage multiple priorities
• Ability to work individually or as part of a team Maintain a people-centric mentality
• Ability to learn new technologies related to the job Preferred Qualifications: High School Diploma/GED with 1 year of HR administration, a call center environment, customer service, or transportation/logistics experience Spanish speaking or other multilingual capability This position is not eligible for employment-based sponsorship.

High School (Required), GED (Required) Human Resources, Customer Service/Account Manager, Transportation/Logistics