HR Representative Call Center

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Job Title: HR Representative Call Center

Job Location: Hershey, PA

*** Note: This position may be partially remote. ***

Job Summary:

Under the supervision of the Support Center Manager, this position is part of the Global Business Services Human Resources (GBS HR) Support Center which provides support to customers across a variety of HR-related services including responding to customers' questions and needs, advising on HR policies and practices and executing transactions which support the customer requests. Additional responsibilities include administration, regular communication, research, and problem solving, and auditing of systems information.

Role Responsibilities:
  • Manage Employee Inquiries: Responsible for responding to employee calls/emails/mail (requests of all types) through the ServiceNow system and/or Success Factors with high sense of urgency. Educates employees seeking information and guidance on various HR-related topics including pay, data changes, processing HR actions, policies, and procedures. Responds to employee inquires for benefit plans, including determining employee eligibility and/or contribution level, enrolling employees, and their dependents in plans, maintaining proper documentation and corresponds with employees concerning plans. Assists with changes in benefit policies, procedures, and applicable laws. Supports Benefits Open Enrollment period. Uses provided knowledge articles to ensure that processes are executed according to the global standards.
  • Execute Global Transactions: Administers HR global transactions in SAP HR and/or SuccessFactors including terminations, dependent updates, and employment verifications. Uses provided knowledge articles to ensure that all processes are executed according to the global standards.
  • Continuous Improvement: Seeks opportunities for process improvement to streamline or improve processes and makes suggestions to Support Center manager.
  • Special Assignments: As assigned by Manager or Director HR Services.


Minimum knowledge, skills and abilities required to successfully perform major duties/responsibilities:
  • Knowledge of HRIS systems, SAP HR, and SAP CRM, ServiceNow, preferable Success Factors
  • Spoken and written fluency in English required. Spanish and French are a plus
  • Strong communication skills
  • Presentation and training skills
  • Must be a team player and work well with others
  • Ability to work on multiple assignments simultaneously
  • Consistently demonstrates Hershey's Global Behaviors
  • Problem solving skills
  • Excellent customer service skills
  • Ability to coach/train employees on processes and procedures

Minimum Education and Experience Requirements:
  • BS degree in Human Resources or related discipline
  • 1-year relevant Human Resources or Call Center experience.

The Hershey Company is an Equal Opportunity Employer. The policy of The Hershey Company is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's race, color, gender, age, national origin, religion, citizenship status, marital status, sexual orientation, gender identity, transgender status, physical or mental disability, protected veteran status, genetic information, pregnancy, or any other categories protected by applicable federal, state or local laws.

The Hershey Company is an Equal Opportunity Employer - Minority/Female/Disabled/Protected Veterans

If you require a reasonable accommodation as part of the application process, please contact the HR Service Center (