Human Resources – 835581

Job #: 835581
Salary: Commensurate
Industry: Human Resources
Type:Direct Hire
Location: Madison, WI
Category: Human Resources
Professional/Technical Positions

Description / Qualifications

Our client is looking to add a motivated and customer-oriented individual to join their HR Shared Services team as a Customer Service Representative supporting employees, managers and HR Business Partners. This position provides HR transactional services across North America. Customer Service Representatives are required to have a broad scope of basic knowledge that could range from new employee onboarding, HR data administration, benefits, report generation, payroll & timekeeping support, policy support, and offboarding. Customer Service Representatives are tasked with providing exceptional customer service, and ensuring timely, accurate HR transactional work.


  • Acting as part of a centralized HR Shared Services team, answer phone calls and centralized payroll & benefits e-mail inboxes with speed, accuracy, and professionalism.
  • Develop a comprehensive understanding of HR Shared Services operations, processes, and systems to ensure timely and correct responses to customers’ inquiries, complaints and requests.
  • Answer foundational questions regarding pay, benefits, and other pertinent information.
  • Listen and ask appropriate follow up questions to collect necessary information to identify underlying issues or related requests and provide accurate answers.
  • Identify, research and work cross-functionally on queries from customers in a timely manner; working on more than one matter simultaneously and prioritizing urgency of requests.
  • Escalate issues and questions in an empathetic, professional, and timely manner.
  • Perform timely and accurate transactions and entry into ADP HRIS, Benefit Systems, ADP E-time, Cornerstone and other databases. Review and follow up on discrepancies to ensure accuracy.
  • Provide accurate and consistent recordkeeping and maintenance of HR Shared Services records.
  • Support collection and verification of timekeeping information biweekly.
  • Assist with general ledger and journal entry activities. Review account coding in payroll system, monitoring for consistency, identifying discrepancies and seeking resolution.
  • Process HR Shared Services invoices and bills daily, conducting reconciliation audits routinely and accurately coding for financial accounting systems.
  • Process employment and income verifications, coordinate vendor and services.
  • Administer employment law postings, distribute new, maintain current hard and soft copies, and manage the vendor account.
  • I-9 receipt, verify accuracy and follow-up on discrepancies, process E-Verify transactions.
  • Coordinate service awards, recognition program; manage employee bereavement, get well, and new baby gifts.
  • Process and deliver daily, weekly, monthly standard reports. Prepare special reports upon request for annual audits and compliance activities.
  • Maintain personnel files, ensuring accuracy, completeness and compliance with internal policies and relevant laws.
  • Manage and distribute incoming and outgoing mail daily, including scanning, uploading and emailing mail to appropriate internal and external parties for processing.
  • Manage the North America HR shared Outlook calendar.
  • Assist HR Management with planning and coordination of Regional HR departmental monthly, quarterly and annual meetings, training and special events.
  • Maintain current and accurate materials on HR intranet site. Regularly, reviewing content for accuracy, recommending improvements, making edits and updates as requested.
  • Complete special HR Shared Services projects as needed.

Qualifications and Experience:

  • High School Diploma or equivalent.
  • 3+ years of customer service experience of any kind.
  • A minimum of 1 year professional office administration experience required, human resources experience a plus.
  • Excellent verbal and written English communication skills. Spanish communication skills and/or Spanish bi-lingual certification a plus
  • Actively contributes to delivering, maintaining and improving HR services, procedures and processes to increase employee satisfaction, driving performance and achieving results.
  • Basic familiarity with database systems and report writing. Experience in ADP preferred.
  • Proficiency in Microsoft Office.