HR Service Center Representative (Payroll & Employee Inquiries)

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 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. 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. 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. #J-18808-Ljbffr Aquent