People Experience Rep I

Job Title: People Experience Representative I
Department: People & Culture / HR Service Center

Job Summary

The People Experience Representative I serves as the first point of contact for HR-related inquiries. This role provides timely, accurate, and professional support to teammates and leaders, ensuring a positive service experience. The representative resolves routine concerns at first contact and escalates complex issues as needed, while handling transactional tasks that support efficient case resolution.

Key Responsibilities

• Deliver exceptional customer service with a patient, solutions-focused approach.

• Respond to HR inquiries via phone, email, and web platforms.

• Utilize HR policies, procedures, ERP systems, and knowledge tools to provide accurate guidance.

• Resolve routine issues independently and escalate complex cases appropriately.

• Document all interactions in the case management system within defined SLAs.

• Maintain service level agreement (SLA) performance and quality standards.

• Provide clear explanations of HR processes and policies.

• Partner with People Operations, COEs, and HRIS teams to ensure timely resolution.

• Identify root causes of issues and recommend process improvements.

• Maintain high teammate satisfaction and service quality scores.

Education

• Bachelor’s Degree in Human Resources, Business, or related field (or equivalent experience).

Experience

• 1+ year of HR experience or

• 5+ years of customer service experience.

Required Skills & Competencies

• Strong customer service orientation with active listening skills.

• Ability to resolve issues efficiently and escalate when necessary.

• Knowledge of HR functions and service center operations.

• Strong computer skills (Microsoft Office, HRIS, case management tools).

• Detail-oriented and able to work in a fast-paced environment.

• Strong communication and stakeholder engagement skills.

• Ability to meet performance metrics and quality standards.

Working Conditions

• Primarily office-based environment.

• Some travel required; exposure to typical travel-related conditions.