HR Service Center Representative I

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We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

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This position is open to residents of Northeast Ohio Only.

This is a structured call center position working from home. You will be on the phone 8 hours per day, with scheduled breaks during the day.

Join Cleveland Clinic as an HR Service Center Representative I, where you'll serve as the first point of contact for caregivers, managers, candidates, and dependents seeking HR support. In this fast-paced, remote contact center role, you'll provide exceptional customer service by resolving HR inquiries, processing transactions, and guiding caregivers through HR systems and policies. This position is ideal for someone who enjoys helping others, thrives in a high-volume environment, and can confidently manage multiple priorities while delivering a seamless customer experience.

As an HR Service Center Representative I, no two days are the same. You'll answer incoming calls, emails, and case requests from caregivers, managers, candidates, and dependents regarding HR policies, benefits, payroll, employment, and HR systems. Throughout the day, you'll research questions, process HR transactions, document interactions in the case management system, educate caregivers on self-service tools, and collaborate with HR specialists when more complex issues arise. Success in this role requires balancing a high volume of inquiries while providing compassionate, accurate, and timely support that delivers an outstanding caregiver experience.

A caregiver in this position works remote days with a Northeast Ohio homebase from 7:00 a.m. – 5:00 p.m. Start/end times may vary. Orientation will be in person at Cleveland Clinic's Administrative Campus in Beachwood, Ohio, for the first day. You will complete online learning modules from our Beachwood offices. All remaining training will be conducted virtually during a 30-60 day period. 

A caregiver who excels in this role will:  

• Provide first point of contact support to incoming calls/emails/requests from customers (e.g., caregivers, managers, candidates, dependents) to answer questions, resolve issues, and respond to inquiries related to broad HR based processes and systems. 

• Maintain customer contact until request is resolved, including informing customer of status and resolution. 

• Provide accurate, consistent and timely responses to HR process, system and policy requests considered routine requests and require limited research. 

• Perform basic administration processing and approval of transactions, data input and verification of required documentation. 

• Utilize knowledge base tool to provide consistent answers to customers. 

• Educate caregivers on company practices and tools (e.g., HR Portal, ESS, MSS, etc.) to encourage caregivers to resolve questions on their own. 

• Refer complex cases requiring interpretation to appropriate Specialist or to COE if additional research or expertise is required. 

• Provide document support by managing incoming and outgoing forms, information, as necessary. 

• Identify and resolve the caregiver issues and anticipate future needs by explaining/suggesting/providing additional information needed to successfully perform duties. 

• Meet key performance measures such as first call resolution, average answer speed, and call quality.

Minimum qualifications for the ideal future caregiver include:  

• High School Diploma/GED and two years of customer service experience OR Bachelor’s or Master’s Degree 

• Proficiency in Operational Excellence, general word processing, spreadsheets, HR systems and call center technology tools

• HR, shared services, contact center, or customer service experience

• Experience supporting employees or customers in a high-volume environment

• Familiarity with HR systems, case management tools, or knowledge management platforms

• Experience handling confidential information with professionalism

Preferred qualifications for the ideal future caregiver include:  

• Bachelor’s or Master’s Degree  

• Project Management or Account Management experience 

• Applicable human resources service delivery experience, including HR administration, benefits administration or other related discipline

• Outstanding customer service and communication skills

• Ability to manage multiple inquiries simultaneously while maintaining accuracy

• Strong critical thinking and problem-solving abilities

• Proactive and resourceful with the ability to anticipate customer needs

• Comfortable navigating multiple systems and switching between topics quickly

• Strong organizational and time management skills

• Adaptable, resilient, and able to work independently in a remote environment

• Attention to detail with a commitment to accuracy and quality

• Ability to de-escalate concerns and determine when issues require escalation

Physical Requirements:

• Ability to perform work in a stationary position for extended periods. 

• Ability to travel throughout the hospital system. For some roles, ability to travel to other locations, including international travel.

• Ability to operate a computer, audio visual and other office equipment.           

• Ability to communicate and exchange accurate information, including the ability to deliver any applicable training in person and virtually.

• In some locations, ability to move up to 25 lbs. 

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment.

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our drug free environment. All offers of employment are followed by testing for controlled substances.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility. 

If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/

Please review the Equal Employment Opportunity poster. 

Cleveland Clinic is pleased to be an equal employment opportunity employer.