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HR Call Center Representative

Hallmark Kansas City, MO

Job Description


Hallmark's Employee Relations Department provides day-to-day human resources support to Hallmark and its subsidiaries.  The Employee Relations Department works collaboratively with employees and managers to address and resolve employee relations issues, administer and interpret employment policies, investigate and address employee questions and concerns, provide coaching to managers and employees, support employee transitions, assist with life events, and administer Hallmark's Dispute Resolution Program. 

The Hallmark HR Service Center is an integral part of the Employee Relations Department.  The HR Service Center provides customer service to employees on a broad range of policy, benefits, retirement, leave of absence, and compensation questions and issues.  The HR Service Center provides Tier I resolution of most employment-related inquiries.  It plays an important role in ensuring that Hallmark's workplace remains best-in-class, and that employee questions and concerns are addressed in a timely and appropriate fashion.  

The HR Service Center Representative will provide customer service and support to approximately 26,000 full-time and part-time employees and 5,000 Hallmark retirees by assisting with incoming incidents to the HR Service Center. The representative will provide timely, effective and knowledgeable Tier 1 resolution of employee and retiree questions and issues relative to a variety of HR topics, including (but not limited to) benefits, leaves of absence, payroll issues, HR policy information, HR Information System (Oracle HR Direct) and Talent Management System (Cornerstone) support, and personal information changes.  The representative's work will involve electronic knowledge database research, escalation to another HR department or vendor (if the issue cannot be resolved at Tier 1), and basic systems support and troubleshooting.  The representative must deliver professional and knowledgeable service in a timely manner for all incidents received.  The representative will use technology to document incidents and research an appropriate response, and will promote employee use of online HR resources and self-service whenever possible.  


To be considered an applicant for this position you must show how you meet the basic qualifications of the job in a resume or document you upload, or by completing the work experience and education application fields.  Accepted file types are Microsoft Word (DOC or DOCX), PDF, HTML, or TXT.  Individual file size attachment limit is 10 MB.

In compliance with the Immigration Reform and Control Act of 1986, Hallmark Cards, Inc. and its subsidiary companies will hire only individuals lawfully authorized to work in the United States. Hallmark does not generally provide sponsorship for employment. Employment by Hallmark is contingent upon the signing of the Employment Agreement, signing of an agreement to arbitrate in connection with the Hallmark Dispute Resolution Program, completing Form I-9 Employment Eligibility Verification, passing the urinalysis drug screen, education verification and satisfactory reference and background checks.


  • High school diploma, GED or equivalent
  • 2+ years customer service experience
  • Must be able to type 45 wpm (Testing will be administered during on-site interviews)


  • Bachelor's degree
  • 2+ years call center work experience
  • Human Resources work experience
  • Human Resource Information System (HRIS) experience
  • Excellent verbal and written communication; ability to develop and deliver verbal and written communications which convey complex information in a simple, easily understandable manner
  • Interpersonal, analytical and decision-making skills needed to resolve customer concerns
  • Strong problem-solving and troubleshooting abilities
  • Technical aptitude - ability to learn and utilize a variety of technology
  • Experience with PC navigation and Microsoft Office programs including Word, Excel
  • Good attention to detail and organizational skills
  • Excellent customer service skills
  • Experience in navigating multiple data entry systems and applications, as well as working with dual monitor
  • Multitasking skills in a fast paced and dynamic work environment
  • Acts honestly and professionally; ability to handle confidential and sensitive information

Hallmark believes in enriching the lives of our employees by offering benefit programs to help you:

  • Take care of you and yours: We offer comprehensive medical, dental and vision benefits, as well as discounts on elder care, child care, education assistance and adoption assistance.
  • Save for your future: Through profit sharing, you share in the success of Hallmark. We also offer a 4% match on 401(k) contributions.
  • Enjoy your time: Maximize your work-life balance through Paid Time Off (PTO), paid holidays, community volunteer opportunities and discounts on product, entertainment venues, amusement parks and sporting events.
  • And More! (Like an on-site cafeteria, free parking, access to Crown Center and a fitness center opening November 2017)

Hallmark is an equal opportunity employer.  All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, pregnancy, national origin, physical or mental disability, genetics, sexual orientation, gender identity, veteran status, or any other legally-protected status.  Principals only please.

Nearest Major Market: Kansas City

Job Segment: Call Center, Web Design, Data Entry, Sales, Creative, Administrative

Job Details

Date Posted October 10, 2017
Date Closes November 9, 2017
Requisition 434911000
Located In Kansas city, MO
SOC Category 00-0000.00

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