HR Service Center Representative (Payroll & Employee Inquiries)

Are you a customer-focused HR professional who thrives on problem-solving and helping employees navigate their pay, benefits, and workplace policies? We are looking for an experienced HR Service Center Representative to join our team as a high-caliber first point of contact for our employees nationwide.

In this high-impact, customer-centric role, you will handle inbound calls and case management-specializing in payroll inquiry resolution, leave of absence guidance, tuition reimbursement, and general policy support. While you do not need to process payroll directly, you must possess strong critical thinking skills and understand timekeeping and payroll logic to analyze pay statements, evaluate employee questions, and explain solutions clearly.

Key Responsibilities

• First-Contact Resolution: Answer inbound calls from employees and managers regarding pay, benefits, leave of absence (LOA), tuition reimbursement, employment verifications, and HR policy compliance.
• Case Tracking: Manage end-to-end employee inquiries using ServiceNow, documenting interactions, tracking case progress, and ensuring timely, accurate resolution.
• Service Excellence: Deliver a top-tier, empathetic customer service experience across phone, chat, and email channels.

• Pay Analysis: Function as the primary bridge between employees and the core Payroll team by interpreting timecard data, pay stub logic, deductions, and tax setups to resolve employee pay inquiries.
• Triage & Escalation: Troubleshoot complex payroll discrepancies using foundational payroll logic, escalating specialized tax or processing issues to internal payroll partners when necessary.

• Data & Policy Compliance: Process employee data changes, performance report requests, and policy acknowledgments.
• HR Program Administration: Oversee administrative workflows including tuition reimbursement approvals and employment verifications.
• Cross-Functional Synergy: Partner across HR specialized teams to ensure alignment with "One HR" best practices.

Qualifications & Requirements

• Experience: 5+ years of professional experience in an HR Contact Center, Shared Services, or High-Volume Customer Service environment handling inbound call case management.
• Payroll Knowledge: Strong working knowledge of timekeeping and payroll principles to troubleshoot and explain pay-related questions (payroll processing experience is not required; payroll logic/inquiry resolution is required).
• Software Proficiency:
  
  
  
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    Hands-on experience with ServiceNow (or similar enterprise HR case management platforms).

  • Familiarity with enterprise HRIS platforms such as SAP SuccessFactors.
  • Proficiency in Microsoft Office Suite (Excel, Outlook, Teams).
  
  
  
  
• Language Skills: Bilingual (Spanish/English) capability is highly preferred.
• Education: Associate's Degree (AA) required; Bachelor's Degree preferred.

What Makes a Candidate Stand Out

• Proven Contact Center Expertise: Demonstrated track record of managing high call volumes while maintaining precise record-keeping and case resolution standards.
• Critical Thinking & Detail Orientation: Ability to investigate complex, multi-variable pay or timekeeping questions and translate technical payroll rules into clear, simple language for employees.
• De-escalation & Empathy: Strong active-listening skills with a calm, reassuring phone presence when handling sensitive pay or leave concerns.