Employee Services Rep

Enbridge Inc.; Edmonton; Hybrid; CAD 57,000 - 65,000; Full time

Benefits offered by this job

Flexible benefits program

Maternity/Parental leave support

Retirement savings plans with company

Paid time off and holidays

Employee Assistance Program

Wellness Program

FlexWork hybrid—work from home on some

Job summary

Enbridge Inc. is seeking an Employee Services Rep to provide outstanding customer service to employees in a high-volume, inbox-driven HR center. You will handle payroll, benefits, pension, and lifecycle inquiries, while guiding users in Workday and our HR tools to promote self-service and accuracy.

The role requires collaboration with Payroll, Benefits, Pension, Leaves, and HR Advisory teams, with a focus on data quality, privacy, and process improvement within a hybrid work environment.

Qualifications

• 3+ years of experience in customer service or HR operations or equivalent certification/education.
• Experience with HRIS platforms (Workday preferred) and case management systems.
• Excellent written and verbal communication; ability to explain HR concepts clearly.
• Ability to manage high-volume, high-stress inquiries and maintain confidentiality.

Responsibilities

• Serve as the first point of contact for HR inquiries across phone, chat, case, and email channels.
• Research and resolve payroll, benefits, pension, and workforce information issues.
• Document interactions and maintain audit trails in HR systems (Neocase, Workday).
• Assist with onboarding/offboarding and employee lifecycle events; support DSARs as needed.
• Identify recurring issues and contribute to knowledge articles and training materials.

Skills

Customer service

HR operations

Workday

Neocase

Multi-channel support

Education

College diploma in HR

Bachelor’s degree preferred

Tools

Workday

Neocase

Job description

Posting End Date: November 06, 2026 Employee Type: Regular-Full time Union/Non: This is a non-union position 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.

Who You Are:

• 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. #LI-Hybrid

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].

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.