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Human Resources Service Center Representative at Heartland Dental

Posted in Management 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Effingham, Illinois





Job Description:


Human Resources Service Center Representative, Total Rewards Department

The Human Resources Service Center Representative serves as a primary resource for Heartland Dental employees contacting HR Shared Services, and work in an inbound call/service center environment. This position will primarily answer inquiries including, but not limited to, employee health and wellness benefit plans, retirements plans, paid time off, navigation of the employee self-service HR portal, workers compensation, and benefits enrollment questions. The Human Resources Service Center Representative will develop a working knowledge of HR policies and procedures through processing of data and responding to phone inquiries. In some cases, issues may be escalated to internal resources, including our Total Rewards, Payroll, Education, and Employee Relations departments for further research and resolution. This position will spend approximately 80% of time on the phone.

Heartland Dental is the largest dental support organization (DSO) in the United States. Our network is comprised of nearly 11,000 team members, and we proudly support more than 870 dental offices across 37 states. Our company is experiencing rapid growth, and we are looking for dedicated and optimistic individuals to join our Heartland Dental family.

To give you an idea of the team structure, you will work on a team of human resources professionals focused on compensation, benefits, and performance management, reporting to the Senior Compensation Analyst.

Below is an overview of the duties and responsibilities you would take on in this role:


  • Appropriately distributes, triages phone calls, and responds as first line of contact to calls and emails from Heartland Dental's employees, managers, and former employees to answer questions and provide assistance in all areas of human resources, including compensation and benefits

  • Understands and researches procedures, policy manuals, knowledgebase and other reference materials to assist in answering customer (employee/manager/ former employees) inquiries and resolving customer issues

  • Completes simple HR, Benefits, or Payroll related transactions and provides follow-up on unresolved matters or needs.

  • Explains insurance coverage and other benefits to employees and assists in the completion of enrollment in benefit programs

  • Promotes the HR portal and assists employees in navigating their personal HR portal as needed with appropriate clear and understandable instructions

  • Assists with the implementation and promotion of programs, policies, and services provided by the company by acting as the customer's first line of contact

  • Documents all contacts with the department's case management software

  • Escalates calls as necessary to the appropriate staff

  • Helps to maintain electronic employee personnel files, including scanning of employee documents and filing as necessary Special projects as assigned


Minimum Requirements:

  • High school diploma or equivalent

  • Ability to handle a high volume of customer calls daily, while maintaining a focus on customer service and professionalism

  • Ability to navigate multiple computer applications and databases with the ability to utilize a keyboard efficiently

  • Ability to work in a highly structured environment

  • Strong oral and written communication skills

  • Strong organizational skills, accuracy and attention to detail

  • High level of maturity, personal initiative, and professionalism

  • Must be able to maintain strict confidentiality

  • Attendance and punctuality are essential

Desirable Qualifications:


  • Experience working within an HRIS/HCMS

  • Knowledge of Human Resources and/or Payroll processes is preferred

  • Previous customer service or call center experience

  • Associates or Bachelor's degree in Human Resources or similar degree is preferred


We put our people first at Heartland Dental, and that shows in our generous benefits package.

Company retains the sole discretion to change the duties of the position at any time.

We provide all employees and applicants for employment the protections of federal, state, and local laws affording equal opportunity in employment.