HR Service Center Representative

PGS Worldwide is seeking an HR Service Center Representative in Irving, TX for a one-year hybrid contract-to-hire role supporting a leading aerospace & defense company. This position provides Tier 1 HR Help Desk support through phone, chat, email, and case management, assisting employees, managers, HR partners, and external stakeholders with HR, payroll, benefits, timekeeping, travel and expense, and employee lifecycle inquiries.

Required Skills

• High school diploma/GED or bachelor's degree plus 5 years of relevant experience.
• 5+ years of call center experience in an HR shared services or similar environment.
• Experience supporting high-volume employee inquiries and utilizing case-management or ticketing systems.
• Experience with AI-driven chat bots, voice assistants, and robotic process automation (RPA) solutions.
• Advanced proficiency with Microsoft Office, including Excel, Word, and PowerPoint.
• Strong analytical, problem-solving, troubleshooting, verbal, and written communication skills.
• Ability to manage sensitive or difficult situations with professionalism and discretion.
• Ability to work Monday-Friday during operating hours of 7:00 AM-6:00 PM CST.
• Proof of U.S. citizenship required.

Preferred Skills

• Experience with ServiceNow and Workday.
• Knowledge of Human Resources and/or Shared Services practices.
• Knowledge of payroll and timekeeping.
• Knowledge of travel and expense reporting.

What You'll Do

• Provide timely, accurate, and high-quality support for HR-related inquiries using knowledge resources, troubleshooting techniques, and AI-assisted tools.
• Troubleshoot issues and document actions in the case-management system while meeting service-level agreements.
• Manage difficult interactions professionally and maintain customer satisfaction.
• Escalate complex or sensitive issues appropriately.
• Perform back-office HR tasks, including employment verifications, document management, PTO donations, mail processing, W-4 updates, workplace accommodations, and emergency contact activation.
• Maintain compliance with company policies, data privacy standards, and regulatory requirements.
• Participate in process improvement initiatives using AI-driven chat bots, voice assistants, and RPA solutions.
• Collaborate with internal stakeholders and cross-functional teams to improve service delivery.
• Expand technical and functional expertise as HR technologies and support models evolve.

Work Schedule / Shift

Hybrid schedule: Onsite Tuesday and Wednesday; remote Monday, Thursday, and Friday. Hybrid days are subject to change. Must be available Monday-Friday during operating hours of 7:00 AM-6:00 PM CST .

Pay

$26.47 per hour

Job ID: 2072

Military veterans and transitioning military members are encouraged to apply to all PGS Worldwide positions. All of our jobs are military-friendly, and we work with leaders in Aerospace who rely on your military expertise to support mission-critical programs nationwide. As a Veteran Founded company, we know that the military has given you the skills and training you need to succeed in positions like this, and we want to support your success in the civilian sector however we can. We thank you for your service and humbly offer our own in return by helping you take your career to the next level.