Job Description

Position Overview

We are seeking a detail-oriented HR Specialist I to join our Human Resources team. This role focuses on providing exceptional customer service support for employee and retiree benefit inquiries, with emphasis on benefits administration and open enrollment support. The ideal candidate will handle high-volume phone and ticket requests while maintaining accuracy and professionalism.

Key Responsibilities

• Resolve employee and retiree telephone and electronic inquiries regarding HR services, with primary focus on benefits questions and open enrollment support
• Manage HR case management process including opening, tracking, and closing service tickets
• Educate employees on company policies, procedures, and self-service tools
• Provide accurate and timely responses to HR process, system, and policy requests
• Maintain employee records and ensure compliance with legal requirements
• Support consistent application of HR processes and policies across the organization
• Update and maintain HR knowledgebase and desktop procedures
• Achieve service-level agreements for quality, accuracy, and timeliness
• Collaborate with HR Centers of Expertise for complex case escalations

Required Qualifications

• High School Diploma required; Bachelor's degree preferred
• 0-2 years of customer service experience
• Strong verbal and written communication skills
• Proficiency in Microsoft Office 365 Suite (Word, Excel, Teams)
• Excellent attention to detail and organizational skills
• Ability to handle multiple tasks and changing priorities
• Strong problem-solving and analytical abilities
• Ability to work independently and as part of a team
• Experience handling confidential and sensitive information

Preferred Qualifications

• HR certification (PHR, SHRM-CP, or similar)
• Experience with HR ticketing systems (Workday, ServiceNow, Zendesk, etc.)
• Call center or high-volume customer service experience
• Background in medical billing, benefits administration, or insurance claims
• Experience with benefits brokers or medical insurance industry
• Previous HR Assistant experience with benefits focus

What We're Looking For

We value candidates who demonstrate:

• Superior customer service orientation
• Positive attitude and professional demeanor
• Strong time management skills
• Adaptability to technology and new systems
• Team collaboration while maintaining independence
• Commitment to accuracy and quality

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