HR Service Center Representative

Smithfield Foods

HR Service Center Representative supporting employee HR inquiries via phone and case management tools. Bilingual support required, with strong customer service and HR software skills in a remote role.

Posted 6/18/2026full-timeRemote • Virginia • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Intakes Tier I inquiries via telephone or the case management tool.
Responds to inquiries utilizing training and company-furnished tools and resources.
Documents inquiries completely in the case management tool for proper tracking.
Utilizes standard operating procedures and policies as well as knowledge of HR systems and navigation to answer inquiries.
Engages language translation services for non-English inquiries.
Provides assistance in navigating and education on the availability of online HR tools and information available through tier 0 self service functions.
Employs appropriate outreach method to provide answers to the employee.
Follows the defined escalation process for complex inquiries or issues.
Upholds service level agreement metrics for problem resolution timeframes.
Abides by quality guidelines when handling customer calls.
Perform administrative, transactional, and data/records management activities ensuring accuracy of information and necessary approvals.
Stays abreast of changes to policies and practices.
Works independently without the need for continuous oversight.
Ensures employee privacy where appropriate, including confidentiality and protection of sensitive client reports or information.
Supports the One HR philosophy.

Requirements

What you’ll need

Bachelor’s degree in Human Resources, Business, or a similar relevant field from an accredited four-year college or university, or equivalent combination of relevant education and experience, required.
Bilingual proficiency in English and Spanish is required.
Must exemplify consistent superior customer service
Ability to handle conflict.
Strong computer skills, including but not limited to various productivity software, digital communications, digital researching, and troubleshooting.
Strong Microsoft office, email, and internet skills required
Experience using HR software, required
Previous Human Resources and/or Customer Service experience preferred
Ability to communicate effectively over the phone and in writing with all levels within the organization demonstrating a high level of integrity, ethics and customer service.
Attentive listening skills with the ability to ask probing questions to aid in problem solving and issue escalation.
Ability to work effectively in high-pressure situations that require sound decision making and may involve confidential or sensitive matters.
High sense of urgency for meeting commitments and completing assignments

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Tuition assistance
Scholarships for employees’ children
Professional development programs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

HR softwaredata managementrecords managementcustomer serviceproblem solvingconflict resolutiondigital communicationtroubleshootingMicrosoft Officebilingual proficiency

Soft Skills

attentive listeningeffective communicationindependenceintegrityethicshigh-pressure decision makingsense of urgencycustomer service excellenceadaptabilityescalation management