Call Center Services Representative
21 hours ago
Irving
Job DescriptionBe the Voice Behind an Exceptional Employee Experience – Join Us as a Call Center Services Representative! Are you a customer-focused professional who thrives on solving problems, delivering exceptional service, and leveraging technology to make a difference? PDS Tech Commercial is partnering with a leading innovator in the aviation and aerospace industry to hire a Call Center Services Representative in Irving, TX. This is more than a call center role—it's an opportunity to support employees across a world-class organization while helping drive the future of HR service delivery through cutting-edge tools, automation, and AI-powered solutions. Position Details Job Title: Call Center Services Representative Location: Irving, TX 75063 Pay Rate: $30.13 per hour Employment Type: Full-Time Consultant (6-Month Assignment) Schedule: Monday-Friday | Must be available between 7:00 AM - 6:00 PM CST Work Arrangement: Hybrid • In Office: Tuesday & Wednesday, • Remote: Monday, Thursday & Friday, • Hybrid schedule subject to change based on business needsMake an Impact As a Call Center Services Representative, you'll serve as a trusted resource for employees, managers, HR partners, and external stakeholders. Supporting a high-volume Human Resources Service Center, you'll help resolve inquiries related to HR, payroll, timekeeping, benefits, employee lifecycle processes, travel and expense issues, and more. Your expertise, professionalism, and customer-first mindset will directly contribute to a positive employee experience while supporting innovative service solutions powered by automation and AI. What You'll Do In this role, you will: • Provide Tier 1 HR Help Desk support through multiple channels including:, • Phone, • Chat, • Email, • Case management systems, • Deliver timely, accurate, and high-quality resolutions while meeting established service level agreements (SLAs)., • Troubleshoot employee inquiries using knowledge resources, AI-assisted tools, and problem-solving techniques., • Document customer interactions and resolutions accurately within case management systems., • Handle sensitive and complex employee concerns with professionalism and discretion., • Escalate issues appropriately while resolving as many inquiries as possible at first contact., • Perform HR back-office support activities, including:, • Employment verifications, • W-4 updates, • Document management, • PTO donation processing, • Workplace accommodations support, • Emergency contact activations, • Mail processing, • Ensure compliance with company policies, privacy requirements, and regulatory standards., • Collaborate with HR teams and business partners to improve service delivery., • Support continuous improvement initiatives by utilizing:, • AI-driven chatbots, • Voice assistant technology, • Robotic Process Automation (RPA), • Stay current on evolving HR technologies, processes, and best practices.Required Qualifications, • High School Diploma/GED or equivalent combination of education and experience., • Minimum 5 years of experience in:, • HR Shared Services, and/or, • Call Center or Customer Support environments., • Experience utilizing:, • AI-driven chatbots, • Voice assistants, • Robotic Process Automation (RPA) solutions, • Experience working with case management or ticketing systems in a high-volume support environment., • Advanced Microsoft Office skills, including:, • Excel, • Word, • PowerPoint, • Strong analytical, troubleshooting, and problem-solving abilities., • Excellent verbal and written communication skills., • Ability to manage difficult or sensitive situations with discretion and professionalism., • Strong customer service orientation with a focus on delivering exceptional support.Preferred Qualifications, • Experience with ServiceNow and Workday., • Knowledge of Human Resources and Shared Services processes., • Understanding of payroll and timekeeping practices., • Familiarity with travel and expense reporting processes., • Experience supporting continuous improvement initiatives and process optimization efforts.What Makes You Successful We're looking for professionals who demonstrate: • Customer-Centric Mindset, • Analytical Problem Solving, • Stakeholder Collaboration, • Continuous Improvement & Innovation, • Adaptability and Learning Agility, • Accountability for Results, • Operational ExcellenceWhy Join Us? At PDS Tech Commercial, we connect talented professionals with opportunities that make an impact. This role offers the chance to support a globally recognized aerospace and aviation organization known for innovation, excellence, and a commitment to developing groundbreaking technologies. What You'll Love About This Opportunity Hybrid Flexibility • Enjoy a balanced schedule with both onsite collaboration and remote work opportunities. Competitive Pay • Earn $30.13 per hour while building valuable experience with an industry-leading organization. Technology-Driven Environment • Work with advanced HR technologies, AI-driven tools, and automation solutions that are transforming employee support. Meaningful Work • Help employees navigate critical HR, payroll, and workplace processes that directly impact their professional experience. Collaborative Culture • Join a team that values innovation, teamwork, continuous learning, and exceptional customer service. Career Growth Opportunities • Expand your HR, customer service, and technology expertise while working alongside experienced professionals in a dynamic environment.Apply Today If you're passionate about delivering outstanding customer service, solving complex problems, and leveraging technology to improve the employee experience, we'd love to hear from you. Apply now and take the next step in your career as a Call Center Services Representative with PDS Tech Commercial—where your expertise helps support the people behind aerospace innovation. This position requires use of information or access to facilities subject to the International Traffic in Arms Regulations (ITAR) and/or Export Administration Regulations (EAR). These regulations may limit access of controlled technologies: 1) to U.S. Persons, including U.S. Citizens, lawful permanent residents, and other narrow categories including refugees and asylees, or 2) to certain foreign nationals that have received an export license. Pay Details: $30.13 per hour Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Equal Opportunity Employer/Veterans/Disabled Military connected talent encouraged to apply To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.pdstech.com/candidate-privacy The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable: • The California Fair Chance Act, • Los Angeles City Fair Chance Ordinance, • Los Angeles County Fair Chance Ordinance for Employers, • San Francisco Fair Chance Ordinance Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.