Human Resources Generalist

Title-People Experience Representative I Remote

Human Resources / People & Culture Support

Position Summary

The People Experience Representative I serves as the frontline support resource for People & Culture (Human Resources) inquiries. This role is responsible for delivering timely, accurate, and exceptional customer service to teammates and leaders by providing guidance on HR policies, procedures, systems, and tools.

The ideal candidate is service-oriented, solutions-driven, and passionate about creating positive employee experiences while efficiently resolving inquiries and escalating complex issues when necessary.

Key Responsibilities

Employee & Leader Support

• Serve as the first point of contact for People & Culture support inquiries via phone, email, and web-based platforms
• Provide professional, timely, and accurate responses to HR-related questions
• Deliver a positive and supportive experience for teammates and leaders

Case Resolution & Escalation

• Resolve routine issues on first contact whenever possible
• Escalate complex or unresolved matters to appropriate HR Operations, HRIS, or COE teams
• Document all interactions and resolutions within the case management system
• Ensure service level agreements (SLAs) and resolution timelines are consistently met

Customer Service Excellence

• Demonstrate active listening, patience, professionalism, and a solutions-focused mindset
• Explain policies, procedures, and processes in a simple and understandable manner
• Maintain high teammate satisfaction and service quality scores
• Uphold quality standards and performance metrics

Process & Operational Support

• Utilize HR procedures, ERP systems, and knowledge management tools to resolve inquiries
• Identify root causes of issues and recognize opportunities for process improvements
• Collaborate effectively with cross-functional teams and stakeholders
• Support operational efficiency and continuous improvement initiatives

Qualifications

Education

• Bachelor’s Degree in Human Resources, Business, or related field
• OR
• Equivalent combination of education and experience

Experience

• Minimum 1 year of Human Resources experience
• OR
• 5 years of customer service experience

Required Skills & Competencies

• Strong customer service and communication skills
• Passion for delivering exceptional employee experiences
• Ability to resolve issues efficiently and professionally
• Strong problem-solving and critical-thinking abilities
• Detail-oriented with excellent organizational skills
• Ability to thrive in a fast-paced team environment
• Experience using:
• Microsoft Office Suite
• Human Capital Management (HCM) systems
• Case management tools
• Knowledge management platforms

Preferred Attributes

• Ability to build trust with diverse stakeholders including leaders, physicians, teammates, and HR partners
• Strong collaboration and interpersonal skills
• Ability to identify and implement process improvements
• Commitment to accuracy, consistency, and service excellence

Working Conditions

• Primarily office-based environment
• Occasional travel may be required
• Exposure to standard office and travel-related conditions
• Ability to operate office equipment and systems as required