AI-Enhanced HR Service Center Specialist (Hybrid/Remote)

Equiliem; Irving (TX); Hybrid; USD 71,635,000 - 82,656,000; Full time

Benefits offered by this job

Medical Insurance

Vision & Dental Insurance

Life Insurance

Matching 401(k)

Commuter Benefits

Employee Discounts & Rewards

Payroll Payment Options

Job summary

Equiliem is seeking an HR Service Center Representative in Irving, TX. This hybrid role supports employees, managers and HR partners via phone, chat, email, and case-management systems, handling payroll, benefits, timekeeping, and policies with discretion.

The ideal candidate has 5+ years in a high-volume HR service center, strong MS Office skills, experience with AI/chatbots and RPA, and excellent communication. U.S. citizenship is required.

Qualifications

• Approximately 5+ years of experience in an HR service center, HR shared services, employee services, or high-volume customer contact environment.
• Experience using case-management, ticketing, or customer-support systems.
• Experience with AI-driven chatbots, voice assistants, RPA, automation tools, or similar technologies.
• Strong Microsoft Office skills, including Excel, Word, and PowerPoint.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to manage confidential information and challenging customer interactions professionally.
• U.S. citizenship required.

Responsibilities

• Respond to HR-related inquiries through phone, chat, email, and case-management systems.
• Research and resolve employee questions using knowledge resources, internal systems, and established procedures.
• Document customer interactions, troubleshooting steps, and resolutions accurately.
• Handle sensitive and challenging employee interactions professionally and confidentially.
• Escalate complex issues when appropriate while independently resolving routine matters.
• Support administrative HR activities, including employment verifications, document management, PTO requests, W-4 updates, workplace accommodations, and employee information updates.
• Maintain confidentiality and follow HR data privacy and compliance requirements.
• Use AI-enabled chatbots, voice assistants, robotic process automation (RPA), and similar technologies.
• Identify opportunities to improve HR service delivery and service center processes.
• Partner with HR and internal teams to resolve employee issues and improve customer service.

Skills

Customer service

Analytical skills

Communication

Problem-solving

Confidentiality

Adaptability

Education

High school diploma or GED

Bachelor's degree preferred

Tools

Case management systems

Ticketing systems

Microsoft Office

Automation tools / AI tech

Job description

Equiliem is seeking an HR Service Center Representative in Irving, TX. This hybrid role supports employees, managers and HR partners via phone, chat, email, and case-management systems, handling payroll, benefits, timekeeping, and policies with discretion.

The ideal candidate has 5+ years in a high-volume HR service center, strong MS Office skills, experience with AI/chatbots and RPA, and excellent communication. U.S. citizenship is required.