Call Center Services Representative
Irving, TX 75063 (Hybrid)
$25.00 - $30.00/hour
Major Aerospace & Defense Company
Full-Time Contract
Are you an experienced HR Shared Services or HR Help Desk professional who thrives in a fast-paced, customer-focused environment? We're seeking a Call Center Services Representative to support employees, managers, HR partners, and external stakeholders by delivering exceptional Tier 1 HR support across phone, chat, email, and case management platforms.
This is an excellent opportunity to join a world-class aerospace and defense organization while working in a collaborative hybrid environment. If you enjoy solving complex HR issues, leveraging technology, and providing outstanding customer service, we'd love to hear from you.
Schedule & Work Environment:
- Hybrid schedule
- On-site: Tuesday & Wednesday
- Remote: Monday, Thursday & Friday
- Hybrid schedule is subject to change based on business needs.
- Must be available to work between 7:00 AM - 6:00 PM CST, Monday through Friday
- No travel required
- No security clearance required
What You'll Do:
- Provide Tier 1 HR support via phone, chat, email, and case management systems.
- Resolve employee questions related to HR, payroll, benefits, timekeeping, travel & expense, and employee lifecycle processes.
- Troubleshoot issues while documenting detailed case notes and maintaining SLA compliance.
- Handle complex employee interactions professionally while delivering an exceptional customer experience.
- Escalate sensitive or complicated issues appropriately while resolving as many inquiries as possible at first contact.
- Complete HR administrative tasks including:
- Employment verifications
- Document management
- PTO donations
- W-4 updates
- Workplace accommodations
- Emergency contact activations
- Mail processing
- Ensure compliance with company policies, privacy standards, and regulatory requirements.
- Partner with internal teams to improve HR service delivery and operational efficiency.
- Support continuous improvement initiatives utilizing AI-powered tools, chatbots, voice assistants, and robotic process automation (RPA).
Required Qualifications:
- High School Diploma/GED (Bachelor's degree is a plus)
- 5+ years of experience in an HR Shared Services, HR Help Desk, or high-volume call center environment
- Experience supporting HR-related inquiries in a customer service environment
- Experience using AI-driven chatbots, voice assistants, or robotic process automation (RPA) tools
- Experience working with case management or ticketing systems
- Advanced Microsoft Office skills (Excel, Word, PowerPoint)
- Strong analytical, troubleshooting, and problem-solving abilities
- Excellent written and verbal communication skills
- Ability to handle confidential and sensitive information with professionalism
Preferred Qualifications:
- Experience with Workday
- Experience with ServiceNow
- Knowledge of HR Shared Services operations
- Familiarity with payroll and timekeeping processes
- Experience supporting travel and expense inquiries
We're Looking For Someone Who Is:
- Customer-focused and service-oriented
- Comfortable working in a high-volume support environment
- Organized and detail-oriented
- A strong communicator with excellent interpersonal skills
- Adaptable and eager to learn new technologies
- Passionate about continuous improvement and process optimization
If you're an experienced HR support professional looking for a hybrid opportunity with a leading aerospace and defense organization, we'd love to hear from you. Apply today!
Pay: $25.00 - $30.00 per hour
Work Location: Hybrid remote in Irving, TX 75063
