HR Call Center Representative

  • Location: Irving, Texas
  • Type: Contract
  • Job #79727

An aerospace client is looking for an HR Call Center Representative who is primarily responsible for providing tier 1 support from phone, chat, and email channels in support of multiple areas including human resources, payroll, timekeeping, travel, and other functions as needed.

Location: Irving, TX 75063 (Hybrid)
Position: HR Call Center Representative
Pay Rate: $19.13/hr. on W2
Duration: 12 months or longer
Schedule: 5×8 (M-F)
** It is required that the candidate will work on-site two days a week.**

SUMMARY:

  • The Human Resources Service Center (HRSC) is seeking a HR Service Center Rep 3 for the HR Help Desk. The HRSC Rep 3 is the primary point of contact for employees, managers, human resources, and external customers to respond to and resolve a variety of inquiries related to multiple areas of knowledge.
  • The HRSC Rep 3 is responsible for providing enterprise-wide Tier 1 support through various channels such as phone, chat, case management and email for multiple support areas including Human Resources, Payroll, Timekeeping, Travel & Expense, and other HR functions as needed.
  • Additional duties include processing HR transactional tasks related to Employment Verifications, Tier 1 Payroll processing, Global Learning Exchange (GLX), HR Document Management, Education Assistance, W-4, Mail processing, COVID intake, Workplace Accommodations, Emergency Contact Center, PTO Donations and HR Business Partner escalated support.

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 a 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 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.
  • Handle confidential information in a professional manner, respecting employee privacy while maintaining company confidentiality.
     

BASIC QUALIFICATIONS:

  • Must be a US Citizen.
  • 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 confidentiality 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 Services and Travel concepts.

About our client:
Our client is a world leader and premier innovator in aerospace, with over 100,000 top-talent employees providing the industry's most advanced products and technologies and numerous awards and recognitions, they offer their employees continuous growth, learning, and development.

About APR:
Since 1980 APR Consulting, Inc. has provided professional recruiting and contingent workforce solutions to a diverse mix of clients, industries, and skill sets nationwide.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Don't miss out on this amazing opportunity! If you feel your experience is the match for this position please apply today and join our team. We look forward to working with you!

#SLA

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About APR Consulting
APR Consulting, Inc., is one of the most trusted talent acquisition and workforce solutions providers in the United States. Known for exceptional responsiveness, agile strategies, and consistently high-level talent, the firm has become a go-to for organizations and managed services providers navigating complex change and urgent challenges. Since its founding in 1980, APR has transformed from a California IT-focused staffing firm to a full-service solutions provider filling a wide range of positions and serving over eight industries — including aerospace and defense, healthcare, IT, telecom, hospitality/gaming, sports/entertainment, government, and utilities –– in all 50 states, with a loyal roster of more than 850 specialized professionals.