People Resource Center Representative

The People Resource Center (PRC) Representative is a full-time hybrid role that provides exceptional client service and in-office operational support. The representative communicates with clients through phone, email, chat, and mail; receives, resolves, and documents a broad range of Human Resources and tax training support requests; and researches escalated or complex cases. Responsibilities include the timely and accurate resolution of associate care cases and HR systems transactions. The representative uses multiple data sources to analyze issues, determine the best resolution, document actions, and provide clear explanations to associates. This role also partners with leadership to support training, peer mentoring, team projects, and communication among clients, management, support groups, and business units. The representative must work in the office a minimum of two days per week and may work remotely on other scheduled days, based on business needs.

• →Answer inbound phone calls and manage cases supporting Payroll, Tax Training, Benefits, Timekeeping, and related Human Resources needs.
• →Research and resolve complex or escalated cases accurately and within established service level agreements, partnering with subject matter experts when needed.
• →Communicate through phone, email, chat, and mail; interpret client needs and use available systems and resources to identify appropriate resolutions.
• →Deliver outstanding client service by actively listening, providing accurate information, and resolving inquiries promptly and professionally.
• →Analyze client situations, identify appropriate actions, provide guidance, and escalate issues when established procedures do not fully address the inquiry.
• →Use tools and data sources to ensure accuracy and reasonableness, confirm all appropriate information has been reviewed, and document complete case resolutions.
• →Process in-office mailings and other direct mail received at the corporate office.
• →Process requests to create or adjust Tax Training School classes and maintain tax professional training and certification records in internal systems.
• →Support compliance with federal and state licensing and registration requirements.
• →Proactively identify trends or recurring issues that may generate high case volume and recommend preventive or long-term solutions to leadership.
• →Collaborate with team members, leaders, and cross-functional partners to support seamless service delivery and manage daily workload and development priorities.
• →Provide up-training and peer coaching to other PRC representatives and participate in outbound calling campaigns, internal projects, and other assigned work.
• →Adhere to call, case-handling, case-processing, scheduling, and compliance expectations.
• →Participate on camera in one-on-one meetings and weekly team meetings.
• →Work in the office a minimum of two days per week, with additional in-office attendance as business needs require.

• High school diploma or equivalent.
• At least two years of related work experience.
• Ability to work a full-time hybrid schedule and report to the office a minimum of two days per week.
• Ability to work independently with a high degree of accuracy, thoroughness, and professionalism.
• Strong analytical, critical-thinking, and problem-solving skills, including the ability to evaluate alternative solutions.
• Ability to apply mathematical operations and critically analyze reports.
• Ability to manage multiple tasks and projects in a fast-paced environment while meeting strict deadlines.
• Excellent verbal, written, interpersonal, and client service skills, including the ability to communicate clearly and calmly with clients who may be under stress.
• Ability to interact effectively with all levels of the company and collaborate across diverse, cross-functional teams.
• Proficiency with Windows-based systems and the ability to maintain focus while performing detailed or repetitive work.
• Reliable home internet service with a minimum speed of 15 Mbps for scheduled remote work.

Work Experience:

• Associate degree in business or a related field, or an equivalent combination of education and experience.
• Experience with Workday, Human Resources Management Systems, iCIMS applicant tracking and onboarding, Dimensions, or similar payroll-related systems.
• Ability to type at least 43 words per minute.
• Workday or other HRIS experience.