HR Service Representative - Customer Service

Title:

HR Service Representative - Customer Service

Location:

Irving, TX Duration: 12 Months Contract

Job Description:

Terms of Employment

• W2 Contract, 12 months
• This position is hybrid.
• The office is located in Irving, Texas.

• Our client is seeking a HR Service Center Representative 3 to join their enterprise Human Resources Service Center team. This role serves as an essential, high-visibility opportunity to make a direct impact by delivering exceptional support to employees, managers, and external partners across the entire organization.
• In this role, you will act as the primary point of contact for Tier 1 enterprise support across HR, Payroll, Timekeeping, and Travel & Expense. You will handle customer inquiries through phone, chat, email, and case management systems, while also managing key administrative processes such as employment verifications, document management, and escalated HR support.

• Answer and resolve a broad range of HR-related questions and inquiries utilizing analytical skills, investigative techniques, knowledge-based articles, and comprehensive training while maintaining high-quality customer service.
• Escalate cases when necessary to successfully resolve customer questions in a timely manner.
• Effectively probe and pursue follow-on topics to troubleshoot issues, reach constructive resolutions, and accurately document actions taken in the case management system with strong attention to detail.
• Manage difficult situations and communicate appropriately with all levels of customers to ensure high-quality service, satisfaction, and compliance with service level agreements.
• Assist employees with complex HR inquiries using available resources to minimize the need to elevate incidents to HR Business Partners.
• Administer back-office HR processes including Employment Verifications, HR Document Management, physical mail response, PTO Donations management, and other functions in compliance with company policies.
• Support employees impacted by disasters upon Emergency Contact Center activation.
• Handle confidential information in a professional manner, respecting employee privacy while maintaining company confidentiality.

• High school diploma or equivalent required.
• 3+ years of related education/experience.
• Previous experience interacting with customers in a high-volume transaction service center environment, including call center experience using multiple systems and a structured phone schedule.
• Working knowledge of Workday or Service Now.
• Proficiency with the Microsoft Office suite, including Outlook, Teams, Excel, and Word.
• Exceptional, confident, and professional customer service skills.
• Strong problem-solving, organizational, time management, and technology skills.
• Excellent interpersonal and communication skills, both verbal and written, with the ability to manage multiple priorities, show initiative, and maintain strict confidentiality.
• Ability to abide by an assigned work schedule and work a variety of shifts during operating hours (Monday-Friday, 7:00 AM - 6:00 PM CST) to support business needs across multiple time zones.

• Strong knowledge of or hands-on experience with Service Now and Workday tools.
• Strong knowledge of Human Resources and/or Shared Services practices.
• General knowledge of Payroll, Timekeeping, and Travel & Expense reporting.