Call Center Services Representative

Call Center, Case Management, employee lifecycle, expense, HR, Human Resources Service Center, Inquiries, Payroll, Timekeeping, Travel

• Irving, Texas

Duration: up to 12 months contract with possible extension

Pay Range: $25 – $28/hr the pay rate may differ depending on your skills, education, experience, and other qualifications.

Featured Benefits:

• Medical Insurance in compliance with the ACA.
• 401(k).
• Sick leave in compliance with applicable state, federal, and local laws.

Telecommute:
Hybrid. In-office required Tuesdays/Wednesdays;
Remote Monday, Thursday, Friday. (

Note:

hybrid days subject to change)

Work Shift:

Must be available to work during operating hours Monday – Friday; 7:00 AM – 6:00 PM CST

• The Human Resources Service Center (HRSC) seeks an experienced, customer focused professional to provide Tier 1 HR Help Desk support across multiple channels (phone, chat, email, case management). This role serves as a key point of contact for employees, managers, HR partners, and external stakeholders by providing timely resolutions to HR, payroll, timekeeping, travel and expense, and employee lifecycle inquiries.
• The ideal candidate will act as a subject matter expert for high volume, complex employee inquiries across payroll, benefits, compliance, and HR policy.
• Has experience with AI driven chat bots, voice assistants, and robotic process automation (RPA) solutions.
• This is a mid/senior level role requiring 5+ years of call center experience and demonstrable expertise with AI/automation tools.
• Deliver timely, accurate, high-quality support for HR-related inquiries using knowledge-based resources, troubleshooting techniques, and AI-assisted tools while ensuring adherence to established service-level agreements (SLAs).
• Conduct thorough troubleshooting and document actions concisely in the case management system, ensuring compliance with SLAs.
• Manage difficult interactions with professionalism, maintaining customer satisfaction across all stakeholder levels.
• Escalate complex or sensitive issues appropriately while minimizing unnecessary escalations through effective issue resolution and sound judgment.
• Execute back-office HR tasks such as employment verifications, document management, PTO donations, mail processing, W‑4 updates, workplace accommodations, emergency contact activation in accordance with company policies.
• Maintain compliance with company policies, data privacy standards, and regulatory requirements related to employee information.
• Participate in process improvement initiatives, leveraging bots and AI to streamline workflows and expand personal technical expertise.
• Collaborate with internal stakeholders and cross‑functional teams to improve service delivery and operational effectiveness.
• Identify opportunities to streamline workflows through AI‑driven chat bots, voice assistants, and RPA solutions.
• Expand technical and functional expertise through ongoing learning and adaptation to evolving HR technologies and support models.

• Experience in an HR shared services or call center environment.
• Proficiency with AI driven chat bots, voice assistants, and robotic process automation (RPA) solutions.
• Utilization of case‑management or ticketing systems in a high‑volume support environment.
• Advanced Microsoft Office skills (Excel, Word, PowerPoint).
• Strong analytical, problem‑solving, and troubleshooting skills.
• Excellent verbal and written communication skills with the ability to interact effectively across all organizational levels.
• Demonstrated ability to manage sensitive or difficult situations with professionalism and discretion.

• Customer‑Centric Mindset
• Analytical Problem Solving
• Stakeholder Collaboration
• Adaptability & Learning Agility
• Accountability for Results
• Operational Excellence

• Strong knowledge or experience with Service Now and Workday tools.
• Strong knowledge of Human Resources and/or Shared Services practices.
• General knowledge of Payroll and Timekeeping.
• General knowledge of Travel and expense reporting.