HR Customer Service Specialist (Remote)

Specialist

Remote

August 24, 2026

Application ends: November 21, 2026

REQUIREMENTS

Associate or bachelor degree, or equivalent experience, preferred
Minimum 2 years of experience in HR service delivery, HR help desk, benefits administration, or a comparable customer-facing administrative role
Experience supporting a federal agency with regulated HR guidelines, and the ability to absorb frequent change and identify the correct points of contact, strongly preferred
Knowledge of Workday ticketing and case management preferred
Understanding of federal HR terminology and Title 5 concepts preferred
Prior experience on a federal services contract preferred

Additional Requirements:

U.S. person status and eligibility to work in the United States
Must be able to obtain and maintain the credentialing and access approvals required by the Department of Energy
Position is 100 percent remote; a reliable, private workspace and internet connection are required

RESPONSIBILITES

Respond to internal and external inquiries, including phone calls, voicemails, emails, and Workday Help tickets, within one working day of receipt.
Ask clarifying questions to understand each inquiry and determine the appropriate response or referral.
Log all incoming calls and emails into designated workgroup systems and tools within one working day of receipt.
Provide accurate, appropriately personalized responses to general HR questions using standard operating procedures, job aids, knowledge-based articles (KBAs), and internal reference sites; compose customized responses where standard content does not address the question.
Guide customers through system functionality and step-by-step navigation in Workday and the FEDHR Navigator.
Assign or escalate non-routine or complex cases to the Team Lead for routing to the appropriate Workday service team or point of contact.
Communicate resolutions to the relevant parties and close out directly resolved tickets within one to two working days of receipt.
Maintain current knowledge of general HR policies, leadership guidance, and key updates disseminated through official channels and weekly team training meetings.
Propose and draft revisions to standard operating procedures, job aids, KBAs, and internal reference content.
Monitor individual performance metrics and support service level agreement adherence.
Participate in DOE-wide workgroup and departmental meetings, system testing, and training.