Call Center Services Representative III

Job Description

Job Description

DPP is seeking a Call Center Services Representative III for 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 the apply button to learn more about this position (#26-01220).