LAB-0P14E1.Employee Services Representative 1

Los Alamos National Security LLC; Los Alamos (NM); On-site; USD 42,000 - 64,000; Full time

Job summary

Los Alamos National Laboratory seeks an HR Employee Service Representative to serve as a primary contact for employees, delivering high-quality support on benefits, policies, and programs. The role emphasizes empathy, professionalism, and efficient case resolution.

Responsibilities include handling inquiries via phone and digital channels, using case management tools, and ensuring accurate documentation while maintaining service excellence.

Qualifications

• 2+ years of customer service/employee support experience in high-volume settings.
• Strong written and verbal communication skills.

Responsibilities

• Respond to employee inquiries about HR policies, benefits, and services.
• Log, track, and resolve HR inquiries using case management systems.
• Investigate concerns, interpret policies, and provide accurate guidance or escalation.

Skills

Customer service

Communication

Case management

Technical proficiency

Problem solving

Education

Bachelor's degree in a relevant field

Tools

ServiceNow

SAP HR

Job description

What Will You Do

Why This Role Matters

This role is often the first point of contact employees have with HR. The right candidate will combine empathy, professionalism, and technical capability to ensure employees receive accurate information and a positive service experience.

The Vibe

Are you the person who naturally turns a frustrated caller into a loyal advocate? Do you enjoy solving complex problems and helping people navigate workplace challenges? We're looking for someone who brings a strong service mindset and sees every HR inquiry as an opportunity to deliver an exceptional employee experience.

The Mission

As an HR Employee Service Representative, you will serve as a key point of contact for employees seeking HR support. You will provide high-quality customer service while resolving HR inquiries related to benefits, policies, and employee programs. This role requires strong communication skills, critical thinking, and the ability to navigate HR systems to resolve cases efficiently.

What You'll Do

• Provide Employee Support: Respond to employee inquiries via phone and digital platforms regarding HR policies, benefits, and general HR services.
• Manage HR Cases: Utilize case management systems to log, track, and resolve employee inquiries while ensuring accurate documentation.
• Research and Resolve Issues: Investigate employee concerns, interpret HR policies and procedures, and provide accurate guidance or elevate issues when appropriate.
• Deliver Excellent Customer Service: Maintain a professional, empathetic, and service-oriented approach during all employee interactions.
• Maintain Case Ownership: Monitor and manage assigned cases to ensure timely resolution and clear communication with employees throughout the process.Use HR Systems Effectively: Navigate HR information systems to retrieve employee data, update records, and support case resolution.

What You Will Need

Minimum Job Requirements: Applicants must meet all of the following requirements.

• Customer Service Experience: Minimum 2 years of experience in a high-volume customer service, employee support, call center, help desk, or service-oriented environment.
• Communication Skills: Demonstrated ability to communicate professionally and effectively via phone and written communication.
• Case or Ticket Management Experience: Experience using a case management, ticketing, or service desk system to document and resolve requests.
• Technical Proficiency: Experience navigating enterprise systems, databases, or HR systems to locate and manage information.
• Problem-Solving Ability: Demonstrated ability to research issues, interpret policies or procedures, and resolve employee or customer inquiries.

Education: Position prefers a Bachelor's Degree in a relevant field and a minimum two years of related experience, or an equivalent combination of education and experience directly related to the occupation.

Desired Qualifications:

• Experience using ServiceNow case management system
• Experience with SAP HR systems
• Previous experience supporting HR shared services or employee service centers
• Experience handling HR-related inquiries (benefits, policies)

Work Environment

Work Location: The work location for this position is telework. Telework is defined as working from offsite but within 2 hours ground commute of this location. Reporting onsite may be periodically necessary. All work locations are at the discretion of management and can change at any time with appropriate notice.

Position Commitment: This is a 2 year term appointment.

Note to Applicants: Due to federal restrictions contained in the current National Defense Authorization Act, citizens of the People's Republic of China-including the special administrative regions of Hong Kong and Macau-as well as citizens of the Islamic Republic of Iran, the Democratic People's Republic of Korea (North Korea), and the Russian Federation, who are not Lawful Permanent Residents ("green card" holders) are prohibited from accessing facilities that support the mission, functions, and operations of national security laboratories and nuclear weapons production facilities, which includes Los Alamos National Laboratory.

Where You Will Work

Located in beautiful northern New Mexico, Los Alamos National Laboratory (LANL) is a multidisciplinary research institution engaged in strategic science on behalf of national security. Our generous benefits package includes:

• PPO or High Deductible medical insurance with the same large nationwide network
• Dental and vision insurance
• Free basic life and disability insurance
• Paid childbirth and parental leave
• Award-winning 401(k) (6% matching plus 3.5% annually)
• Learning opportunities and tuition assistance
• Flexible schedules and time off (PTO and holidays)
• Onsite gyms and wellness programs
• Extensive relocation packages (outside a 50 mile radius)

Additional Details

Directive 206.2: Employment with Triad requires a favorable decision by NNSA indicating employee is suitable under NNSA Supplemental Directive 206.2. Please note that this requirement applies only to citizens of the United States. Foreign nationals are subject to a similar requirement under DOE Order 142.3A.

No Clearance: Position does not require a security clearance. Selected candidates will be subject to drug testing and other pre-employment background checks.

New-Employment Drug Test: The Laboratory requires successful applicants to complete a new-employment drug test and maintains a substance abuse policy that includes random drug testing. Although New Mexico and other states have legalized the use of marijuana, use and possession of marijuana remain illegal under federal law. A positive drug test for marijuana will result in termination of employment, even if the use was pre-offer.

Term position: Regular-status Laboratory employees applying for term-status positions may retain regular status with approval of the cognizant Principle Associate Director.

Equal Opportunity: Los Alamos National Laboratory is an equal opportunity employer. All employment practices are based on qualification and merit, without regard to protected categories such as race, color, national origin, ancestry, religion, age, sex, gender identity, sexual orientation, marital status or spousal affiliation, physical or mental disability, medical conditions, pregnancy, status as a protected veteran, genetic information, or citizenship within the limits imposed by federal, state, and local laws and regulations. The Laboratory is also committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request such an accommodation, please send an email to [e-mail] or call (505)-664-6947 opt. 3.