Call Center Services Representative III

DPP•Irving, TX

2d•Hybrid

About The Position

The Human Resources Service Center (HRSC) seeks an experienced, customer focused professional to provide Tier 1 HR Help Desk support across multiple channels (phone, chat, email, case management). This role serves as a key point of contact for employees, managers, HR partners, and external stakeholders by providing timely resolutions to HR, payroll, timekeeping, travel and expense, and employee lifecycle inquiries. The ideal candidate will act as a subject matter expert for high volume, complex employee inquiries across payroll, benefits, compliance, and HR policy. In addition, has experience with AI driven chat bots, voice assistants, and robotic process automation (RPA) solutions. This is a mid/senior level role requiring 5+ years of call center experience and demonstrable expertise with AI/automation tools.

Requirements

High school diploma/GED or bachelor’s degree PLUS 5 years relevant experience.
Experience in an HR shared services or call center environment.
Proficiency with AI driven chat bots, voice assistants, and robotic process automation (RPA) solutions.
Utilization case-management or ticketing systems in a high-volume support environment.
Advanced Microsoft Office skills (Excel, Word, PowerPoint).
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.
Advanced proficiency in Microsoft Office applications including Excel, Word, and PowerPoint

Nice To Haves

Strong knowledge of or experience with Service Now 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.

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, W4 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 chat bots, 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.