HR Service Center Representative (Payroll & Employee Inquiries)

Aquent; Tampa (FL); On-site; USD 42,000 - 64,000; Full time

Job summary

Aquent is seeking an experienced HR Service Center Representative to serve as the first point of contact for employees nationwide, handling pay, benefits and HR policy questions.

You will resolve inquiries via phone, chat and email, use ServiceNow for case tracking, and collaborate with payroll and HRIS teams to ensure accurate and timely responses.

Qualifications

• Experience: 5+ years in an HR Contact Center, Shared Services, or high-volume customer service handling inbound case management.
• Payroll Knowledge: Strong working knowledge of timekeeping and payroll principles to troubleshoot and explain pay questions.
• Software Proficiency: ServiceNow or similar HR case management, SAP SuccessFactors, and MS Office.
• Language Skills: Bilingual (Spanish/English) capability preferred.
• Education: AA required; Bachelor’s degree preferred.

Responsibilities

• Inbound Contact Center & Case Management: Answer inbound calls regarding pay, benefits, LOA, tuition reimbursement, employment verifications, and HR policy compliance.
• Case Tracking: Use ServiceNow to document interactions, track progress, and ensure timely resolution.
• Service Excellence: Provide empathetic service across phone, chat, and email.
• Payroll & Timekeeping Inquiry Resolution: Interpret timecard data, pay stub logic, deductions, and tax setups to resolve inquiries; escalate when needed.
• HR Operations & Administrative Support: Process data changes, tuition reimbursement approvals, employment verifications; align with One HR practices.

Skills

HR contact center

Case management

Payroll troubleshooting

Bilingual Spanish/English

Education

AA degree

Bachelor's degree preferred

Tools

ServiceNow

SAP SuccessFactors

MS Office

Job description

Are you a customer-focused HR professional who thrives on problem-solving and helping employees navigate their pay, benefits, and workplace policies? We are looking for an experienced HR Service Center Representative to join our team as a high-caliber first point of contact for our employees nationwide.

Key Responsibilities

1. Inbound Contact Center & Case Management

   • First-Contact Resolution: Answer inbound calls from employees and managers regarding pay, benefits, leave of absence (LOA), tuition reimbursement, employment verifications, and HR policy compliance.
   • Case Tracking: Manage end-to-end employee inquiries using ServiceNow, documenting interactions, tracking case progress, and ensuring timely, accurate resolution.
   • Service Excellence: Deliver a top-tier, empathetic customer service experience across phone, chat, and email channels.

2. Payroll & Timekeeping Inquiry Resolution

   • Pay Analysis: Function as the primary bridge between employees and the core Payroll team by interpreting timecard data, pay stub logic, deductions, and tax setups to resolve employee pay inquiries.
   • Triage & Escalation: Troubleshoot complex payroll discrepancies using foundational payroll logic, escalating specialized tax or processing issues to internal payroll partners when necessary.

3. HR Operations & Administrative Support

   • Data & Policy Compliance: Process employee data changes, performance report requests, and policy acknowledgments.
   • HR Program Administration: Oversee administrative workflows including tuition reimbursement approvals and employment verifications.
   • Cross-Functional Synergy: Partner across HR specialized teams to ensure alignment with “One HR” best practices.

Qualifications & Requirements

• Experience: 5+ years of professional experience in an HR Contact Center, Shared Services, or High-Volume Customer Service environment handling inbound call case management.
• Payroll Knowledge: Strong working knowledge of timekeeping and payroll principles to troubleshoot and explain pay-related questions (payroll processing experience is not required; payroll logic/inquiry resolution is required).
• Software Proficiency:
  • Hands-on experience with ServiceNow (or similar enterprise HR case management platforms).
  • Familiarity with enterprise HRIS platforms such as SAP SuccessFactors.
  • Proficiency in Microsoft Office Suite (Excel, Outlook, Teams).
• Language Skills: Bilingual (Spanish/English) capability is highly preferred.
• Education: Associate’s Degree (AA) required; Bachelor’s Degree preferred.

What Makes a Candidate Stand Out

• Proven Contact Center Expertise: Demonstrated track record of managing high call volumes while maintaining precise record-keeping and case resolution standards.
• Critical Thinking & Detail Orientation: Ability to investigate complex, multi-variable pay or timekeeping questions and translate technical payroll rules into clear, simple language for employees.
• De-escalation & Empathy: Strong active-listening skills with a calm, reassuring phone presence when handling sensitive pay or leave concerns.