HR Call Center Representative III

Job description

AdNet/AccountNet, Inc. is a WOSB, MBE, and WBE-owned human capital management firm, founded in 1990. We blend the best in people with the ongoing demands of the workplace by providing high-quality teams and subject matter experts. Call Center Services Representative III (HR Service Center) Location: Irving, TX (Hybrid) Job Type: Contract Duration: 12 Months Schedule: Full-Time, 40 Hours per Week, contract position Work Arrangement: Hybrid (On-site Tuesday & Wednesday; Remote Monday, Thursday, and Friday. Schedule subject to change.) Work Hours: Must be available Monday-Friday between 7:00 AM and 6:00 PM CST Citizenship Requirement: Proof of U.S. Citizenship Required Position Overview We are seeking an experienced and customer-focused Call Center Services Representative III to support a Human Resources Service Center. This role provides Tier 1 HR support through multiple communication channels, including phone, chat, email, and case management systems. The ideal candidate will have experience handling high-volume employee inquiries related to HR, payroll, benefits, timekeeping, travel and expense, and employee lifecycle processes. Candidates should have strong problem-solving skills and experience using AI-driven tools, chatbots, voice assistants, and automation technologies to improve service delivery. Key Responsibilities Provide timely, accurate, and high-quality support for HR-related inquiries across multiple service channels. Utilize knowledge management resources, troubleshooting techniques, and AI-assisted tools to resolve employee questions. Document customer interactions and resolutions within case management systems while meeting service level agreements (SLAs). Handle complex or sensitive employee interactions professionally and effectively. Resolve issues independently when possible and escalate more complex matters appropriately. Process HR administrative tasks such as: Employment verifications Document management PTO donation requests Mail processing Tax form updates Workplace accommodation support Emergency contact updates Maintain compliance with company policies, privacy requirements, and employee data protection standards. Partner with internal stakeholders and cross-functional teams to improve operational effectiveness. Support continuous improvement initiatives through the use of AI, chatbots, voice assistants, and robotic process automation (RPA). Stay current with evolving HR technologies, tools, and support practices. Required Qualifications High School Diploma/GED and relevant professional experience, or Bachelor's degree with relevant experience. Experience working in an HR Shared Services, HR Operations, or call center environment. Experience supporting customers in a high-volume service environment. Proficiency with AI-driven chatbots, voice assistants, and robotic process automation (RPA) tools. Experience using case management or ticketing systems. Advanced proficiency with Microsoft Office Suite, including Excel, Word, and PowerPoint. Strong analytical, troubleshooting, and problem-solving skills. Excellent verbal and written communication skills. Ability to manage sensitive and confidential information with professionalism and discretion. Strong customer service orientation and ability to interact effectively at all organizational levels. Preferred Qualifications Experience with ServiceNow and Workday. Knowledge of Human Resources Shared Services operations and best practices. Familiarity with payroll and timekeeping processes. Knowledge of travel and expense reporting systems. Experience supporting HR technology platforms and digital service tools. Core Competencies Customer Focus Analytical Problem Solving Stakeholder Collaboration Continuous Improvement & Innovation Adaptability and Learning Agility Accountability for Results Operational Excellence AdNet is built on the foundation of unconditional Acceptance and Belonging in our practices, processes, and relationships.