Human Resources Representative

About the Role

Calculated Hire is looking for dedicated HR Representatives to work remotely with a major health insurance company's Human Resources Service Center. This role involves being the primary contact for employees, managers, and internal stakeholders, addressing HR inquiries, supporting employee self-service resources, and providing system help. The position requires handling high call volumes throughout the day primarily via phone and computer, demanding strong attention to detail and reliability, including a stable internet connection and a quiet, dedicated home workspace.

Responsibilities

• Respond promptly to incoming calls, emails, and requests related to HR policies, systems, and processes.
• Serve as the main contact point for employees needing help with HR matters.
• Research and solve routine HR questions following established guidelines and knowledge bases.
• Accurately log all employee interactions and resolutions in the tracking system.
• Guide employees on HR programs, tools, and self-service options.
• Assist users with accessing and navigating employee and manager self-service platforms.
• Troubleshoot minor system issues related to HR tools and assist users in resolving them.
• Identify complex issues needing escalation to senior HR personnel.
• Maintain utmost confidentiality and discretion in managing sensitive employee data.
• Meet service level agreements (SLAs), quality benchmarks, and efficiency targets.
• Deliver professional, empathetic, and attentive customer service in every interaction.

Requirements

• Minimum education requirement: High school diploma or GED.
• At least one year of experience in customer service, call centers, HR support, or related help desk roles.
• Excellent verbal and written communication capabilities.
• Capacity to manage numerous inquiries in a dynamic and fast-paced environment.
• Experience juggling multiple software systems and applications simultaneously.
• Proficiency in Microsoft Office applications such as Outlook, Word, and Excel.
• Strong skills in problem-solving, organization, and documentation.
• Ability to work independently and maintain high service quality in a fully remote position.
• Preferred: prior experience in Human Resources Shared Services, Benefits, or Employee Service Centers.
• Preferred knowledge of HRIS systems like Workday, PeopleSoft, SAP SuccessFactors, or Oracle HCM.
• Preferred background in healthcare, health insurance, or benefits administration.
• Preferred educational qualifications: Associate’s or Bachelor’s degree in Human Resources, Business Administration, or related fields.
• Key competencies include active listening, attention to detail, confidentiality, time management, adaptability, and teamwork.
• A reliable internet connection and a dedicated home office space are mandatory for remote work.