HR Call Center Representative

Are you looking for an exciting job where you can put your skills and talents to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow? A position at Xcel Energy could be just what you’re looking for.

Position Summary

Serves as the first point of contact for HR related questions from employees, dependents, beneficiaries, mangers, candidates, and retirees. Supports questions, requests, and transactions related to payroll, benefit enrollments and changes, job and pay changes, leaves of absence, disability, life events, new hire processing and employment verifications, and other company initiatives as needed. Conducts research, documents and problem solves complex benefit issues and works with HR partners on resolution. Responsible for handling sensitive company and personal information with a high degree of confidentiality. Promotes positive communication with all internal and external customers.

Essential Responsibilities

• Supports employees via the HR Service Center hotline and email. Provides accurate, professional, and timely responses to inquiries. Documents call activity in the tracking database and related systems. Works with internal resources to resolve employee issues and problems and escalates more complex inquiries as necessary to subject matter experts. Applies benefits, payroll, and policy knowledge to ensure accuracy and completeness of information. Navigates and accurately records information within the human capital management system and related human capital management systems. Actively engages with team members to effectively meet quality metrics and service level agreements. Ensures positive and consistent customer experiences. Supports special projects, and assist with other benefit, payroll and HR program administration as requested.

• Utilizes the case management system to process and manage transactions in a queue of assigned cases. Ensures timely processing of HR benefits and payroll transactions in a variety of HR systems. Handles sensitive company and personal information with a high degree of confidentiality and integrity. Ensures compliance with all corporate data administration rules, data security standards, policies, processes, and guidelines.

• Conducts research as needed to address inquiries and contacts caller for follow-up as required. Consults with multiple resources, team members, online systems, databases and reviews historical documents.

Minimum Requirements

• High school degree or equivalent education/experience.

• Additional education in HR, business or related field a plus.

• Three years of call center, customer service or related experience in a customer service environment.

• Professional customer service skills and ability to handle sensitive company and personal information while maintaining confidentiality.

• Ability to work between multiple systems in a fast-paced environment.

• Excellent verbal and written communication skills, with strong customer focus.

• Proficiency with Microsoft Office applications.

• Human resources, employee benefits, payroll or related experience preferred.

As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you’re ready to be a part of something big, we invite you to join our team.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Individuals with a disability who need an accommodation to apply please contact us at recruiting@xcelenergy.com.

Non-Bargaining

Pay and benefit packages may vary based on position. Some employees are under collective bargaining agreements, which determine the benefits they will receive. If the information conflicts with the terms of the written plan documents governing the plan, the plan document will control. Benefit plans are subject to change and Xcel Energy has the right to end, suspend, or amend any of its plans, at any time, in whole or in part.

Deadline to Apply: 03/21/24

EEO is the Law | EEO is the Law Supplement | Pay Transparency Nondiscrimination | Equal Opportunity Policy (PDF) | Employee Rights (PDF)

ACCESSIBILITY STATEMENT
Xcel Energy endeavors to make https://www.xcelenergy.com/ accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Xcel Energy Talent Acquisition at recruiting@xcelenergy.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.