Call Center Representative III

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

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.

• →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.

• 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.

• 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.

• Customer Focus
• Analytical Problem Solving
• Stakeholder Collaboration
• Continuous Improvement & Innovation
• Adaptability and Learning Agility
• Accountability for Results
• Operational Excellence

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