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DP

Call Center Services Representative III

DP Professionals
  • 🇺🇸 United States
  • Hybrid
  • Mid level
  • 1 week ago
  • AI
  • RPA
  • Excel
  • PowerPoint
  • Microsoft Office Applications
1 week ago
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DPPis seeking aCall Center Services Representative IIIfor an opportunity with our client in the Aerospace and Defense Manufacturing industry.
 
Work Location:Hybrid in Irving, TX; onsite Tues and Wed
Duration:12 months
Terms:W2 Contract
Work Authorization:US Citizen
 
Position Summary:
  • The Human Resources Service Center (HRSC) seeks 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.
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, W4 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 chat bots, 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.
Required Qualifications:
  • High school diploma/GED or bachelor’s degree PLUS 5 years relevant experience.
  • Experience in an HR shared services or call center environment.
  • Proficiency with AI driven chat bots, voice assistants, and robotic process automation (RPA) solutions.
  • Utilization 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
Core Competencies:
  • Customer-Centric Mindset
  • Analytical Problem Solving
  • Stakeholder Collaboration
  • Continuous Improvement & Innovation
  • Adaptability & Learning Agility
  • Accountability for Results
  • Operational Excellence
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 and expense reporting.
Interested? Learn more:
Click theapplybutton to learn more about this position(#26-01220).
 
DP Professionals (DPP) offers a range of compensation and benefits packages to our employees and their eligible dependents.DPP is a certified Woman-owned Small Business Enterprise (WBE and WOSB) with more than 25 years in the staffing industry.EOE/AA/V/D

Call Center Services Representative III · DP Professionals

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