HR Customer Service Specialist (Remote)

Fredrick Oak is seeking an experienced HR Customer Service Specialist to support the Department of Energy, Office of the Chief Human Capital Officer, in the DOE HR Help Center. This is a full\-time, fully percent remote position. **Position Overview:** The DOE HR Help Center is the first point of contact for more than 6,000 DOE employees, contractors, retirees, and external customers with human resources questions. Working as part of a small help desk team, this role provides tier\-one triage and white\-glove HR customer service by phone, email, and Workday Help tickets, guides customers through Workday and FEDHR Navigator, and escalates complex cases to the Team Lead. The position requires responsiveness, accuracy, professional written and phone communication, and sound judgment about when an inquiry needs to be escalated. You are the first impression the customer has of DOE HR. **Key Duties and Responsibilities:** * 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. **Required Skills/Abilities:** * Clear and professional written and verbal communication, with the ability to explain procedural information to a non\-specialist audience * Demonstrated ability to manage a high volume of inquiries while meeting same\-day and next\-day response standards * Proficiency with case management or ticketing systems and standard office productivity software * Sound judgment about when to resolve an inquiry directly and when to escalate * Strong attention to detail and accuracy in written responses and records * Ability to work independently