Human Resources Generalist

About the Role

The People Experience Representative I acts as the frontline resource supporting People & Culture queries within the Human Resources function. This position delivers prompt, accurate, and exceptional customer service to employees and managers by offering guidance on HR policies, processes, systems, and tools. The ideal candidate is solution-focused, service-oriented, and committed to fostering positive employee experiences while managing inquiries effectively and escalating more complex issues when necessary.

Key Duties and Responsibilities

• Serve as the initial contact point for People & Culture support requests via phone, email, and online platforms.
• Provide timely, professional, and accurate answers to HR-related questions.
• Ensure a supportive and positive experience for employees and leadership.
• Address routine matters on first contact whenever possible.
• Refer complex or unresolved cases to the relevant HR Operations, HRIS, or Center of Excellence teams.
• Record all interactions and solutions in the case management system.
• Meet or exceed service level agreements and resolution time targets consistently.
• Practice active listening, patience, professionalism, and a solutions-oriented attitude.
• Communicate policies, procedures, and processes clearly and understandably.
• Maintain high levels of satisfaction and service quality among teammates.
• Adhere to quality standards and performance metrics.
• Use HR protocols, ERP software, and knowledge bases to respond to queries.
• Analyze root causes of issues and spot chances for improving processes.
• Work collaboratively with cross-functional teams and stakeholders.
• Contribute to operational efficiency and continual enhancement initiatives.

Qualifications & Experience

• Bachelor's degree in Human Resources, Business, or a related discipline, or a comparable combination of education and relevant experience.
• At least one year of experience in Human Resources or five years in a customer service role.

Skills & Competencies

• Excellent customer service and communication capabilities.
• A strong dedication to providing outstanding employee experiences.
• Ability to efficiently and professionally resolve issues.
• Effective problem-solving and critical-thinking skills.
• Detail-oriented with superior organizational abilities.
• Thrives in a fast-paced team environment.
• Proficient with Microsoft Office Suite, Human Capital Management systems, case management tools, and knowledge management platforms.

Preferred Qualities

• Ability to build trust among varied stakeholders including leaders, healthcare professionals, employees, and HR colleagues.
• Strong interpersonal and collaboration skills.
• Capability to identify and implement improvements in processes.
• Commitment to accuracy, consistency, and service excellence.

Working Conditions

• Primarily office-based setting with the possibility of occasional travel.
• Exposure to standard office and travel-related conditions.
• Ability to use required office equipment and systems effectively.