Call Center Service Representative III

About Us:
AdNet/AccountNet, Inc. is an 8(a), WOSB, LGBTE, and WBE-owned management consulting firm founded in 1990. We blend the best in people with the ongoing demands of the workplace by providing high-quality staffing and executive search services.

The Human Resources Service Center (HRSC) is looking for a Call Center Services Representative III to join the HR Help Desk team. This role serves as a point of contact for employees, managers, human resources personnel, and external customers, addressing and resolving a wide range of inquiries across multiple areas. Providing enterprise-wide support via phone, chat, case management, and email for various functions, including Human Resources, Payroll, Timekeeping, Travel & Expense, and other HR-related services as needed.

Additional responsibilities include handling HR transactional tasks such as employment verifications, Tier 1 payroll processing, Global Learning Exchange (GLX), HR document management, education assistance, W-4 processing, mail handling, COVID intake, workplace accommodations, emergency contact center support, PTO donations, and escalated support for HR Business Partners.

This position is based in Irving, TX, though remote work may be considered.

The duties and responsibilities outlined provide a general overview of the role's scope and nature. Additional tasks may be assigned based on department needs and the position’s function within the organization.

Job Responsibilities:

• Answer and resolve a broad range of HR-related questions and inquiries utilizing analytical & investigative skills, deductive reasoning, knowledge-based articles, and comprehensive training while maintaining high-quality customer service. Escalate cases when necessary to successfully resolve customer questions in a timely manner.
• Effectively probe and pursue follow-on topics to troubleshoot issues, reach a constructive resolution, and accurately document actions taken in the case management system by creating logical and concise communication, with strong attention to detail.
• Manage difficult situations and communicate appropriately with all levels of customers; ensuring high-quality customer service, satisfaction, and service level agreements are met while resolving cases.
• Assist employees with more complex HR inquiries using available resources to minimize the need to escalate incidents to HR Business Partners.
• Administer back-office HR processes such as completing Employment Verifications, providing HR Document Management support, responding to physical mail, managing PTO Donations, and other functions, while ensuring compliance with company policies.
• Support employees impacted by disasters upon Emergency Contact Center activation.
• Professionally handle confidential information, respecting employee privacy while maintaining company confidentiality.

Basic Qualifications:

• High school diploma or equivalent required and 3 years of related education/experience.
• Previous experience interacting with customers in a high-volume transaction service center environment; including experience in a call center using multiple systems and a structured phone schedule.
• Exceptional, confident, and professional customer service skills are required.
• Strong problem-solving, organizational, time management, and technology skills.
• Must possess strong interpersonal and communication skills; both verbal and written. Must be able to manage multiple priorities and show initiative and creativity.
• Ability to abide by assigned work schedule and work a variety of shifts to support business needs across multiple time zones
• Ability to maintain confidential information.
• Working knowledge of Workday or Service Now.
• Proficiency with Microsoft Office suite (Outlook, Teams, Excel, Word)

Preferred Qualifications:

• 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.

We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of Equality isn’t just the right thing to do, it’s also the smart thing.