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
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Provide timely, accurate, and high-quality support for HR-related inquiries across multiple service channels.
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Utilize knowledge management resources, troubleshooting techniques, and AI-assisted tools to resolve employee questions.
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Document customer interactions and resolutions within case management systems while meeting service level agreements (SLAs).
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Handle complex or sensitive employee interactions professionally and effectively.
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Resolve issues independently when possible and escalate more complex matters appropriately.
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Process HR administrative tasks such as:
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Employment verifications
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Document management
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PTO donation requests
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Mail processing
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Tax form updates
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Workplace accommodation support
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Emergency contact updates
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Maintain compliance with company policies, privacy requirements, and employee data protection standards.
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Partner with internal stakeholders and cross-functional teams to improve operational effectiveness.
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Support continuous improvement initiatives through the use of AI, chatbots, voice assistants, and robotic process automation (RPA).
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Stay current with evolving HR technologies, tools, and support practices.
Required Qualifications
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High School Diploma/GED and relevant professional experience, or Bachelor's degree with relevant experience.
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Experience working in an HR Shared Services, HR Operations, or call center environment.
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Experience supporting customers in a high-volume service environment.
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Proficiency with AI-driven chatbots, voice assistants, and robotic process automation (RPA) tools.
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Experience using case management or ticketing systems.
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Advanced proficiency with Microsoft Office Suite, including Excel, Word, and PowerPoint.
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Strong analytical, troubleshooting, and problem-solving skills.
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Excellent verbal and written communication skills.
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Ability to manage sensitive and confidential information with professionalism and discretion.
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Strong customer service orientation and ability to interact effectively at all organizational levels.
Preferred Qualifications
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Experience with ServiceNow and Workday.
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Knowledge of Human Resources Shared Services operations and best practices.
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Familiarity with payroll and timekeeping processes.
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Knowledge of travel and expense reporting systems.
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Experience supporting HR technology platforms and digital service tools.
Core Competencies
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Customer Focus
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Analytical Problem Solving
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Stakeholder Collaboration
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Continuous Improvement & Innovation
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Adaptability and Learning Agility
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Accountability for Results
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Operational Excellence
AdNet is built on the foundation of unconditional Acceptance and Belonging in our practices, processes, and relationships.