Terms of Employment
- W2 Contract, 12 months
- This position is hybrid.
- The office is located in Irving, TX.
Overview
Our client is seeking a Call Center Services Representative 3 to serve as a key point of contact within their HR Service Center department. This role offers an incredible opportunity to drive modern HR support solutions across an elite organization, directly impacting employees nationwide by delivering high-quality resolutions while leveraging cutting-edge AI and automation technologies. In this mid/senior level position, you will provide Tier 1 help desk support across phone, chat, email, and case management systems for payroll, benefits, compliance, and employee lifecycle inquiries. Additionally, you will play a pivotal role in optimizing operations by identifying and implementing process improvements through AI-driven chatbots, voice assistants, and robotic process automation (RPA) solutions.
Responsibilities
- Deliver timely, accurate, and high-quality support for HR-related inquiries utilizing 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 service level agreements (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 (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.
- Participate in continuous improvement initiatives by identifying opportunities to streamline workflows through AI-driven chatbots, voice assistants, and robotic process automation (RPA) solutions.
- Expand technical and functional expertise through ongoing learning and adaptation to evolving HR technologies and support models.
Required Skills & Experience
- High school diploma/GED or bachelors degree + 5 years of relevant experience.
- 5+ years of experience in an HR shared services or call center environment.
- Proof of US citizenship required.
- Availability to work during operating hours Monday through Friday, 7:00 AM 6:00 PM CST.
- Advanced proficiency in Microsoft Office applications including Excel, Word, and PowerPoint.
- Proficiency with AI-driven chatbots, voice assistants, and robotic process automation (RPA) solutions.
- Proven experience utilizing case-management or ticketing systems in a high-volume support environment.
- 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.
Preferred Skills & Experience
- Strong knowledge of or experience with ServiceNow 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.
nTech is an equal opportunity employer. All offers of employment are contingent upon pre-employment drug and background screenings. Only candidates who meet all of the above client requirements will be contacted by a recruiter. nTechJob
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