People Connect Senior Representative

DPR Construction • San Diego, CA

26d

About The Position

The People Connect Senior Representative plays a critical role in delivering high-quality People Practices customer service as part of our People Practices (PP) team. This individual contributor is responsible for providing inquiry and transactional support services to PP customers including, addressing day-to-day HR inquiries, and facilitating basic data transactions. The role involves using case and knowledge management tools, telephony, chat, online cases, and email to resolve PP customer inquiries, requests and ensure timely, accurate support. This team operates collaboratively with internal stakeholders and shares knowledge to foster continuous improvement and alignment with organizational priorities. This role will report to People Connect Services Leader.

Requirements

• High School Diploma.
• 6+ years of related experience, or an equivalent combination of training and experience.
• Bi-lingual (English and Spanish) both written and oral is required.

Nice To Haves

• Bachelor’s degree preferred.
• Experience with Workday and ServiceNow systems a plus.
• Experience in a People Practices (Human Resources) service delivery center is a plus.

Responsibilities

• Uses case and knowledge management tool, telephony, chat, online cases, and email platforms to answer and complete basic People Practices (HR) inquiries, work/life data transactions, and requests from PP customers.
• Initiates, processes, and accurately documents PP transactions, ensuring compliance with procedures and data privacy standards.
• Provides courteous and professional support, striving for positive experiences during every interaction and escalating more complex issues according to established protocols.
• Maintains up-to-date knowledge of PP policies, practices, and programs. Proactively share insights and best practices within the team to improve service quality.
• Adheres to case and service delivery standards, including data entry, documentation, and audit requirements. Supports organizational commitment to compliance and continuous improvement.
• Identifies and triages inquiries for appropriate handling, escalate complex cases, and follow up to ensure resolution and closure.
• Utilizes Workday, ServiceNow, and other PP systems for data transactions and inquiries; troubleshoots basic system issues as needed.
• Trains and shares experiential experience with People Connect Representatives and identifies ways of working that will foster inclusivity and engagement with all employees.
• Proactively suggest improvements to Leader regarding improvements to current processes, policies and programs and identify areas for innovation and where to add to the employee value proposition.

Benefits

• Nothing is more important than your health and wellness. DPR offers a variety of medical, dental, vision and wellness benefits to keep you healthy.
• Read more about eligibility and available benefits programs for skilled craft and labor or experienced professionals and recent graduates.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED