Call Center Services Representative

TAD PGS, Inc.; Irving (TX); Hybride; USD 60 000 - 75 000; Plein temps

Résumé du poste

TAD PGS, Inc. in Irving, TX is seeking a mid/senior Call Center Services Representative to provide Tier 1 HR Help Desk support across phone, chat, and email channels.

You will be the primary contact for employees, managers, HR partners, and external stakeholders, delivering timely resolutions to HR, payroll, and lifecycle inquiries. The role emphasizes troubleshooting with AI-assisted tools and requires 5+ years of call center experience with AI/automation exposure.

Qualifications

• US citizenship is required.
• Experience in an HR shared services or call center environment.
• Proficiency with AI-driven chatbots, voice assistants, and robotic process automation (RPA) solutions.
• Utilization of 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 across all organizational levels.
• Demonstrated ability to manage sensitive or difficult situations with professionalism and discretion.

Responsabilités

• Deliver timely, accurate, and high-quality support for HR-related inquiries using knowledge-based resources and AI-assisted tools while meeting SLAs.
• Conduct thorough troubleshooting and document actions in the case management system, ensuring SLA compliance.
• Manage difficult interactions with professionalism and maintain stakeholder satisfaction.
• Escalate complex issues appropriately while minimizing unnecessary escalations.
• Execute back-office HR tasks in accordance with company policies (verifications, document management, PTO, W 4 updates, accommodations).
• Maintain compliance with data privacy standards and regulatory requirements related to employee information.
• Participate in process-improvement initiatives, leveraging bots and AI to streamline workflows.
• Collaborate with internal stakeholders and cross-functional teams to improve service delivery.
• Participate in continuous improvement initiatives using AI-driven chatbots, voice assistants, and RPA.

Connaissances

HR Help Desk

Call center experience

AI-driven chatbots

Case management

Verbal and written communication

Analytical skills

Microsoft Office

Formation

High school diploma or equivalent

Bachelor's degree + 5 years experience

Outils

Service Now

Workday

Description du poste

We have an outstanding Contract position for aCall Center Services Representative to join a leading Company located in theIrving, TXsurrounding area.

US Citizenship is required.

Seeking 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.

This is a hybrid position based in Irving, TX. Team members are expected to work on-site two days a week, with remote work flexibility on remaining business days. Hybrid schedule subject to change .

Job 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, W 4 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 chatbots, 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.

Basic Hiring Criteria

• High school diploma or equivalent or bachelor's degree+5years relevant experience.

• Experience in an HR shared services or call center environment.

• Proficiency with AI-driven chatbots, voice assistants, and robotic process automation (RPA) solutions.

• Utilization of 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.

Desired 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.

Military connected talent encouraged to apply.

VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visithttp://www.tadpgs.com/candidate-privacy/orhttps://pdsdefense.com/candidate-privacy/

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act

• Los Angeles City Fair Chance Ordinance

• Los Angeles County Fair Chance Ordinance for Employers

• San Francisco Fair Chance Ordinance