About this role
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.