Employee Services Rep

Enbridge; Edmonton; On-site; CAD 57,000 - 65,000; Full time

Benefits offered by this job

Flexible benefits

Paid maternity and parental leave

Retirement savings plan with companys

Paid time off and holidays

Employee and Family Assistance Program

Wellness Program

FlexWork hybrid option

Job summary

Enbridge is seeking an Employee Services Rep to deliver high-quality customer service to employees through phone, chat, and email channels. You will handle inquiries related to payroll, benefits, pensions, and HR policies, ensuring accurate data and timely resolutions.

You will use Workday, Neocase, and other HR tools, documenting all interactions and maintaining audit trails while collaborating with Payroll, Benefits, and Pension teams. Fluency in English is required, French is a plus.

Qualifications

• Minimum 3 years of experience in customer service or related HR operations role or equivalent certification or college diploma.
• Strong customer service orientation with ability to manage high volume, multi-channel inquiries.
• Experience working with HRIS platforms (Workday preferred) and case management systems (Neocase or similar).
• Excellent written and verbal communication skills; ability to explain complex HR concepts clearly.
• Strong judgment, problem solving, and decision making skills.

Responsibilities

• Serve as the first point of contact for HR inquiries across phone, chat, case, and email channels, providing accurate and timely support on pay, time and time-off, benefits, pension, leaves, HR policies, onboarding, offboarding, and other employee lifecycle events.
• Investigate and resolve standard HR issues by validating information across HR systems, coordinating with specialized teams, and delivering first-contact resolution where possible while meeting SLAs; escalate complex matters as needed.
• Guide employees and leaders in using Workday, Mya, and other HR tools, promoting self-service and support with personal information updates, banking details, time entry, and benefits elections.
• Document interactions, investigations, and supporting information in HR systems; pull reports and assist with DSARs and audits.
• Handle sensitive information per privacy/SOX rules and collaborate with payroll, benefits, pension, and other HR teams.
• Identify recurring issues and contribute to knowledge bases, training materials, and process improvements.

Education

College diploma in HR or related field

Tools

Workday

Neocase

Job description

Employee Type

Regular-Full time

Are you an aspiring HR professional? If you have a positive demeanor with a high level of professionalism, we have an excellent opportunity for you! As an Employee Services Rep, the primary responsibility in this role is outstanding customer service to employees, in a high pressure contact centre environment. Specific accountabilities include answering inquiries, researching and resolving payroll, benefit, pension and workforce information issues, through the case management system.

What You Will Do

• Serve as the first point of contact for HR inquiries across phone, chat, case, and email channels, providing accurate and timely support on pay, time and time-off, benefits, pension, leaves, HR policies, onboarding, offboarding, and other employee lifecycle events.
• Investigate and resolve standard HR issues by validating information across HR systems, coordinating with specialized teams, and delivering first-contact resolution where possible while meeting established service level agreements (SLAs); exercise sound judgment when escalating complex matters.
• Guide employees and leaders in the effective use of Workday, Mya – our HR chatbot, and other digital HR tools, promoting self-service and providing support with personal information updates, banking details, time entry, benefits and pension elections, and manager self-service transactions.
• Accurately document interactions, investigations, and supporting information in Neocase and other HR systems; maintain complete audit trails, pull Workday reports and MyHR contact history, support HR investigations and fact-finding, and assist with Data Subject Access Requests (DSARs).
• Handle sensitive, confidential, and regulated information in accordance with privacy, SOX controls, and information security requirements while building strong partnerships with Payroll, Benefits, Pension, Leaves, HR Advisory Services, Workforce Analytics, and other specialized HR teams.
• Identify recurring issues, knowledge gaps, and process inefficiencies and recommend data-driven improvements; contribute to job aids, knowledge articles, FAQs, training materials, quality assurance reviews, peer coaching, SME/ASME activities, and cross-team knowledge sharing.
• Support the onboarding and ongoing development of MyHR team members through coaching, shadowing, and knowledge transfer; provide flexible operational support during peak HR cycles, system go-lives, and changing business priorities while demonstrating MyHR Guiding Principles and Enbridge core values.

Required

• Minimum 3 years of experience in customer service or related HR operations role or equivalent certification or college diploma
• Strong customer service orientation with demonstrated ability to manage high volume, multi-channel inquiries.
• Proven experience working with HRIS platforms (Workday preferred) and case management systems (Neocase or similar).
• Excellent written and verbal communication skills; ability to explain complex HR concepts clearly.
• Strong judgment, problem solving, and decision making skills.
• Time management skills and ability to prioritize
• Continuous improvement mindset
• Ability to remain calm under pressure and effectively deescalate sensitive situations.
• Fluency in English; French bilingualism considered an asset.

Preferred

• HR designation or progress toward CPHR (or payroll/benefits designation).
• Experience supporting HR transformations, system implementations, or digital self-service initiatives.
• SME or mentoring experience within an HR service delivery environment.
• College diploma in HR or related field; bachelor’s degree preferred.

Working Conditions

• Must be available to work shifts between the hours of 6am and 5pm Mountain time and Stat holidays as required
• Open-concept office environment which requires diplomacy, privacy and confidentiality
• Adherance to company policies as well as legal requirements pertaining to Human Resources practices.
• Ever-changing environment, coupled with competing priorities, which requires flexibility, and multi-tasking
• Ability to deal with high pressure situations in a calm and professional manner at all times (eg. Process or system failure, open enrollment, etc.)
• Ability to deal with irate callers and skilled to de-escalate in a high pressure environment
• Attention to detail and high level of accuracy required – no room for error due to high risk exposure and SoX compliance/Auditor reviews
• Proactive and superior customer service skills

Base Salary

• Base salary ranges from $57,000 – $65,000 CAD for Ontario locations based upon candidate’s experience, skills, and internal equity.
• Applicable compensation policies and guidelines apply to internal candidates.

Benefits

• A flexible benefits program that allows each employee to select the level of coverage needed for their family in the areas of health, dental, insurance, and disability.
• A paid maternity and parental leave benefit that offers up to 20 weeks of paid leave for birth-giving parents and up to 12 weeks for other eligible parents, providing flexibility and support during this important life event.
• Valuable retirement savings plans, including a savings plan with company stock as an investment option.
• Paid time off/vacation/sick, plus paid personal days off (depending on location), and paid holidays.
• An Employee and Family Assistance Program.
• A Wellness Program, which focuses on supporting healthier employees by providing tools, resources, and opportunities to improve physical, mental, social, and financial well-being.
• Enbridge’s FlexWork (hybrid work model) offers eligible employees (Manager and below) the option to work from home on Wednesdays and Fridays, opt for a compressed work week schedule, or have flexible start and end times. Role requirements determine your eligibility for each option.

Enbridge is committed to using AI responsibly. AI may assist with certain recruiting activities, but it is not used to make employment decisions. All employment decisions are made by people.

At Enbridge, we are dedicated to our core value of Inclusion. We are proud to be an Equal Opportunity Employer. We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous status, disability, or any other reason protected by federal, state or local law. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting [e-mail].

Information For Applicants

• Applications can be submitted via our online recruiting system only.
• We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.
• Final candidates for this position may be required to undergo a security screening, including a criminal records check.

To learn more about us, visit www.enbridge.com