People Shared Services Specialist I

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Act as the primary point of contact for associates and corporate employees seeking assistance with People-related inquiries, Workday transactions, policies, programs, and services.

• Receive, investigate, reply to, and resolve questions through Workday Help Case Management and other approved support channels.

• Oversee a high-volume case queue prioritizing based on urgency, business impact, service-level agreements, and established procedures.

• Deliver clear, precise, professional, and customer-oriented written responses.

• Utilize policies, standard operating procedures, knowledge articles, process documentation, and system resources effectively.

• Execute permitted Workday transactions and support requests within the defined scope of the role.

• Take ownership of cases from initial intake to resolution whenever feasible.

• Recognize and escalate complex, sensitive, risky, policy-related, system-related, or out-of-scope inquiries to Tier 2, COE, HRIS, Absence/Benefits, Payroll, Talent Acquisition, or other relevant teams.

• Maintain thorough, accurate, timely, and audit-ready case documentation.

• Safeguard confidential associate, employee, and company information.

• Fulfill expectations for case quality, productivity, response time, resolution time, schedule adherence, customer experience, and SLAs.

• Engage in training, calibration sessions, team meetings, quality reviews, and knowledge-sharing initiatives.

• Identify recurring inquiries, unclear processes, knowledge deficiencies, system challenges, and opportunities for self-service enhancement.

• Adapt to changing People processes, Workday functionalities, business priorities, organizational structures, and service delivery requirements.

⛳️ Requirements

• High school diploma or equivalent.

• Minimum of 1 year of experience using Workday and Workday Help Case Management.

• At least 1 year of experience in customer service, contact center operations, shared services, case management, help desk support, administrative support, retail operations, hospitality, HR support, or another high-volume service environment.

• Excellent written and verbal communication skills.

• Capability to manage multiple priorities in a fast-paced setting while maintaining attention to detail, responsiveness, and accuracy.

• Strong problem-solving and critical-thinking abilities.

• Ability to handle sensitive information with discretion and uphold confidentiality.

• Strong organizational and time management skills.

• Proficient in Microsoft Office or Google Workspace.

• Comfort with learning new systems and technology.

• Positive, helpful, and customer-centric attitude.

• Preferred: experience in supporting HR, People Operations, Payroll, Benefits, Leave, Talent Acquisition, or employee relations processes.

• Preferred: experience in a large, distributed, retail, hospitality, call-center, or multi-location organization.

• Preferred: experience assisting associates or employees through phone, email, chat, case management, or other digital service channels.

• Preferred: familiarity with service-level agreements, customer-service metrics, quality standards, or knowledge-management practices.

🏝️ Benefits

• Health insurance.

• Dental insurance.

• Vision insurance.

• Flexible spending account.

• Life insurance.

• Disability insurance.

• 401(k) plan.

• Paid time off (PTO).

• Paid holidays annually.

• Employee stock purchase plan.

• Quarterly bonus when performance goals are achieved.

• Employee Assistance Program.

• Retirement plans with matching contributions.

• Educational Assistance.

• Access to PerkSpot employee discount platform.

• Reasonable accommodations for qualified individuals with disabilities.