About the position

The People Services Desk Representative plays an important role in shaping the employee experience by helping employees, people leaders, and stakeholders get timely, accurate, and thoughtful support from the People & Culture (P&C) team. As a trusted first point of contact, this role helps employees navigate everyday questions, key lifecycle moments, and People & Culture programs with clarity, care, and confidence. Through responsive service, accurate administration, and continuous process improvement, the People Services Desk Representative helps create a consistent, positive, and inclusive employee experience across the organization. This role partners closely with People Business Partners, Centers of Excellence such as HRIS, Payroll, Benefits, and Talent Acquisition, Enterprise Technology, and other internal stakeholders to resolve requests, maintain employee data, and support employees throughout their journey at Pattern.

Responsibilities

• Serve as a trusted first point of contact for employees and leaders, delivering timely, customer focused, and solution-oriented support.
• Help create a positive employee experience by answering questions, resolving requests, and connecting employees with the right resources.
• Respond to employee and leader inquiries through multiple support channels while meeting established service level agreements (SLAs) for response times, resolution times, and customer satisfaction.
• Build trust through professionalism, discretion, and strong communication skills.
• Process employee lifecycle transactions and related administrative activities, including background checks, onboarding, employee data changes, leaves, offboarding, ensuring accuracy, timeliness and compliance
• Coordinate and support onboarding processes, including background checks, employment verification activities, and I-9 verification requirements.
• Deliver and support new employee orientation sessions, providing clear and engaging presentations to help new hires successfully transition into the organization.
• Use critical thinking and sound judgment to troubleshoot issues, identify solutions, and escalate complex matters when appropriate.
• Leverage technology, self-service tools, AI-enabled resources, and People systems to provide efficient and effective support.
• Maintain accurate and compliant employee records and process transactions with a high level of attention to detail and confidentiality.
• Accurately process a high volume of recurring employee lifecycle transactions, including onboarding, employee data changes, leaves, offboarding, and related administrative activities in accordance with established procedures and service level expectations.
• Contribute to the creation of standard operating procedures, knowledge articles, FAQs, and self-service resources to support consistent service delivery.
• Generate and analyze basic operational reports and service metrics to support team performance and business needs.
• Identify opportunities to improve processes, reduce recurring issues, and enhance the employee experience.
• Partner with People & Culture team members to continuously improve processes and enhance service delivery.
• Other duties as assigned.

Requirements

• Bachelor’s degree in Human Resources, Business Administration, Communications, Psychology, or a related field is required.
• 2+ years of professional experience in customer service, HR, operations, administration, or a related field.
• Excellent communication skills, with the ability to build positive relationships and explain information clearly and professionally.
• Ability to perform high-volume, process-driven work accurately and efficiently while meeting service metrics and operational expectations.
• A self-starter mindset with curiosity, initiative, and a willingness to learn new processes and systems.
• Strong problem-solving and critical-thinking skills, with the ability to research issues, evaluate options and identify practical solutions, while knowing when to escalate complex matters
• Strong organizational skills, attention to detail, and the ability to manage multiple priorities.
• A commitment to providing an exceptional employee experience through responsive and customer-focused service.
• Ability to manage confidential information with discretion and professionalism.
• Comfortable working in a fast-paced environment with rapidly changing priorities and evolving processes.
• Comfort using technology and learning new tools, including AI-enabled solutions and digital platforms.

Nice-to-haves

• Recent college graduates are welcome and encouraged to apply.

Benefits

• medical
• dental
• vision
• short and long-term disability
• life insurance
• voluntary benefits
• family care benefits
• employee assistance program
• paid time off and bonding leave
• paid holidays
• 401(k)/RRSP retirement savings plan with employer contribution
• employee referral bonuses