Employee Services Representative

MCS Puerto Rico; San Juan (PR); Hybrid; USD 32,000 - 52,000; Full time

Job summary

MCS Puerto Rico is seeking a frontline HR Services representative to respond to employee inquiries and process routine HR transactions across the employee lifecycle. The role ensures accuracy, timeliness, and adherence to policies and SLAs, while maintaining confidentiality and escalating complex issues as needed.

The position emphasizes support for onboarding and offboarding activities, data verification, and effective use of HR portals.

Qualifications

• Bachelor’s degree in Business Administration or related field.
• 6 months of HR, customer service or admin support experience (or 1 year if using the 60-64 credits option).
• Not all experience may be required, as demonstrated by established requirements.

Responsibilities

• Respond to employee inquiries regarding HR services, policies, programs, and procedures.
• Receive, track, and process employee service requests per SLAs.
• Process routine lifecycle transactions (new hires, status changes, benefits updates, terminations).
• Update service logs and document transactions.
• Assist employees with navigating HR systems and self‑service tools.
• Escalate complex inquiries to the appropriate HR team.

Skills

Customer service

Administrative support

HR services

Spanish (Intermediate)

English (Intermediate)

Education

Bachelor's degree in Business Administration or related field

60-64 approved college credits or an associate’s degree

Tools

HR systems

Job description

GENERAL DESCRIPTION

Responsible for providing frontline support within the Human Resources Services function by responding to employee inquiries and processing routine HR transactions throughout the employee lifecycle. Ensures transactions are completed accurately, timely, and in compliance with established policies, procedures, and service level agreements (SLAs). Maintains employee requests logs, provides general information regarding HR programs and services, and escalates complex issues to the appropriate HR functional area.

Regular

Non-Exempt

GENERAL DESCRIPTION

Responsible for providing frontline support within the Human Resources Services function by responding to employee inquiries and processing routine HR transactions throughout the employee lifecycle. Ensures transactions are completed accurately, timely, and in compliance with established policies, procedures, and service level agreements (SLAs). Maintains employee requests logs, provides general information regarding HR programs and services, and escalates complex issues to the appropriate HR functional area.

ESSENTIAL FUNCTIONS

• Respond to employee inquiries regarding HR services, policies, programs, and procedures.
• Receive, track, and process employee service requests in accordance with established procedures and service level agreements (SLAs).
• Process routine employee lifecycle transactions, including new hires, status changes, benefits-related updates, programs, terminations, among others.
• Update service request logs and ensure all transactions are appropriately documented.
• Assist employees with navigating HR systems, portals, and standard self-service tools.
• Monitor assigned service requests and follow up with employees regarding request status.
• Verify data for completeness and accuracy before processing transactions.
• Escalate complex inquiries, exceptions, and issues to the appropriate HR team member.
• As needed, support onboarding and offboarding administrative activities, such as conducts employee orientation sessions for new hires by presenting information regarding employee benefits, company policies, procedures, leave programs, HR services, and available resources.
• Assist with HR communications and distribution of employee information materials, as needed.
• Maintain confidentiality of employee information.
• Must comply fully and consistently with all company policies and procedures, with local and federal laws as well as with the regulations applicable to our Industry, to maintain appropriate business and employment practices.
• May carry out other duties and responsibilities as assigned, according to the requirements of education and experience contained in this document.

MINIMUM QUALIFICATIONS

Education and Experience: Bachelor’s degree in Business Administration or a related field. At least six (6) months of experience in Human Resources, customer service or administrative support.

OR

Education and Experience: Sixty to sixty-four (60-64) approved college credits or an associate’s degree. At least one (1) year of experience in Human Resources, customer service or administrative support.

“Proven experience may be replaced by previously established requirements.”

Certifications / Licenses: Not required.

Other: N/A

Languages

Spanish – Intermediate (comprehensive, writing, and verbal)

English – Intermediate (comprehensive, writing, and verbal)

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