About us

Role Purpose Statement

The HR Generalist plays a key role in supporting the administration and execution of Human Resources programs, policies, and procedures within the Customer Service Center (CSC). This position partners with union and non-union employees, leadership, and labor representatives to ensure compliance with employment laws, support employee relations activities, and drive recruitment, retention, and engagement initiatives. The CSC operates 24 hours a day, 7 days a week, 365 days a year to support customers.

The successful candidate is a proactive HR professional who thrives in a fast-paced operational environment, builds strong relationships with employees and leaders, and balances employee advocacy with business objectives. They are comfortable working in both union and non-union environments and have a passion for recruitment, employee engagement, compliance, and continuous improvement.

Main Accountabilities

Human Resources Administration
•    Support the implementation and administration of HR policies, programs, and procedures for union and non-union employees.
•    Administer employee programs, including benefits, wage increases, retirement, leave programs, and other HR initiatives.
•    Ensure compliance with company policies, the Master National Agreement (MNA), and applicable federal and state employment laws.
Talent Acquisition & Workforce Planning
•    Source, recruit, interview, and hire qualified candidates for CSC positions.
•    Drive hourly recruitment and retention strategies to meet staffing requirements.
•    Develop workforce and staffing plans in partnership with operational leaders.
•    Analyze recruitment metrics and sourcing effectiveness to improve hiring outcomes.
Employee & Labor Relations
•    Serve as the first point of contact for employee concerns and workplace issues.
•    Assist in resolving employee relations matters while maintaining compliance and consistency.
•    Support the administration of grievance processes under the Master National Agreement.
•    Partner with Labor Relations and leadership teams on union-related matters.
Compliance & Risk Management
•    Support Department of Transportation (DOT) random drug and alcohol testing programs.
•    Administer company pre-employment drug testing programs.
•    Assist with audits to ensure compliance with company standards and regulatory requirements.
•    Participate in unemployment hearings and related employment matters as needed.
Training & Employee Engagement
•    Facilitate and support employee onboarding, training, and development programs.
•    Assist with planning and executing employee engagement and recognition initiatives.
•    Promote a positive workplace culture and employee experience.
Additional Duties
•    Support special projects and other HR initiatives as assigned.

Knowledge, Skills and Experience

•    2-4 years of HR Generalist experience.
•    Experience supporting union and/or non-union workforces preferred.
•    Recruiting and employee relations experience preferred.
•    Strong analytical, organizational, and problem-solving skills.
•    Excellent verbal and written communication skills with the ability to interact effectively at all levels of the organization.
•    Knowledge of federal and state employment laws and regulations.
•    Ability to manage multiple priorities in a fast-paced, 24/7 operational environment.
•    Strong conflict resolution and employee relations capabilities.
•    Proficiency with HR systems, Microsoft Office Suite, and reporting tools.
•    PHR or SPHR preferred