[Hiring] HR Shared Services Representative @Overview Unified

Role Description

The HR Shared Services Representative supports the HR Support Center by serving as a first point of contact for employee inquiries and service requests. This role is responsible for accurately classifying requests, resolving Tier I inquiries, escalating complex or sensitive matters as appropriate, and ensuring timely, thorough communication and documentation through HR service management systems. The position also maintains confidentiality, supports compliance with company policies and legal requirements, and contributes to continuous process improvements by identifying recurring issues and opportunities to enhance knowledge resources.

• Accurately and efficiently classify inquiries and service requests received by the Support Center.
• Provide resolution support for Tier I inquiries or service requests, owning the communication with the customer.
• Identify and appropriately escalate more complex or sensitive issues to the appropriate Senior Specialists or HR Centers of Excellence.
• Ensure timely, comprehensive inquiry resolution by adhering to Support Center service-level agreements, communication standards, and documentation expectations.
• Log, track, and resolve service requests or inquiries using HR service management systems.
• Follow ways of working and operating procedures to maintain strong documentation of the interactions.
• Provide exceptional service by following the department’s model of Service Excellence.
• Support HR process improvements by identifying recurring or systemic issues and providing feedback.

• Maintain confidentiality and handle sensitive employee information with discretion.
• Ensure compliance with company policies and legal regulations in all interactions.
• Participate in training and development to stay current on HR systems and policies.
• Other duties as assigned.

Qualifications

• High school diploma or GED.
• Previous experience in Human Resources, Customer Service, or a closely related field required.

Benefits

• Health Coverage: Medical, dental, and vision plans, fertility benefits, and supplemental insurance options.
• Paid Time Off: Vacation, personal days, and paid holidays to help you recharge.
• Financial & Retirement Planning: 401(k) with employer contribution, plus Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs).
• Income Protection: Short- and long-term disability, paid parental leave, basic life insurance, and optional additional coverage.
• Wellbeing Support: Employee Assistance Program, commuter benefits, pet insurance, and identity theft protection.
• Professional Development: Opportunities and resources to support your career growth.