Remote HR Representative / Call Center Specialist

HR Representative/ Call Center Specialist

Remote Role (CST Hours)

Compensation: $18 per hour

ABOUT THE ROLE

Calculated Hire is seeking customer-focused and detail-oriented HR Representatives to support a leading health insurance organization's Human Resources Service Center. In this 100% remote position, you will serve as the first point of contact for employees, managers, and internal stakeholders, providing assistance with HR-related inquiries, employee self-service tools, and HR systems support. You will play a critical role in ensuring a positive employee experience by addressing questions efficiently and professionally, educating users on HR programs, and maintaining confidentiality. The work environment is primarily phone and computer-based, requiring the ability to handle a high volume of inquiries throughout the day while sitting for extended periods. A reliable internet connection and dedicated workspace are essential for success in this role.

WHAT YOU'LL DO

• Receive and respond to incoming calls, emails, and electronic service requests related to HR systems, policies, and processes
• Serve as the first point of contact for employees seeking assistance with HR-related inquiries
• Research and resolve basic HR questions using established policies, procedures, knowledge bases, and resources
• Accurately document all employee interactions, requests, and resolutions within the call tracking system

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• Educate employees on HR programs, tools, and available self-service resources
• Assist employees and managers with navigating employee and manager self-service functionality
• Troubleshoot non-technical HR system issues and guide users through resolution steps
• Identify inquiries that require advanced research, interpretation, or specialized support and appropriately escalate to senior HR team members
• Maintain confidentiality and discretion when handling employee information and sensitive HR data
• Meet established service level agreements (SLAs), quality standards, and productivity metrics
• Provide a positive customer experience while demonstrating professionalism, empathy, and active listening in all interactions

WHAT YOU BRING

• High school diploma or GED required
• 1+ years of customer service, call center, HR support, employee services, or help desk experience

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• Strong verbal and written communication skills
• Ability to manage a high volume of calls and inquiries in a fast-paced environment
• Experience working with multiple systems and applications simultaneously
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel)
• Strong problem-solving, organizational, and documentation skills
• Ability to work independently in a remote environment while maintaining productivity and service quality
• Previous Human Resources, HR Shared Services, Benefits, or Employee Service Center experience (preferred)
• Experience supporting HRIS platforms such as Workday, PeopleSoft, SAP SuccessFactors, Oracle HCM, or similar systems (preferred)
• Healthcare, health insurance, or benefits administration experience (preferred)
• Associate's or Bachelor's degree in Human Resources, Business Administration, or a related field (preferred)
• Key competencies: customer service excellence, active listening, attention to detail, problem solving, time management, professional communication, confidentiality & discretion, adaptability, and team collaboration
• Reliable internet connection and dedicated workspace required for remote work