Call Center Services Representative III Location:

Irving, TX Pay Rate:

$24-$27/hr

Schedule:

Hybrid — Tuesday & Wednesday in office; Monday, Thursday & Friday remote

Hours:

Monday-Friday, between 7:00 AM-6:00

PM CST Job Overview:

Major Aerospace Company is seeking an experienced Call Center Services Representative III to support its Human Resources Service Center (HRSC) . This position provides Tier 1 HR support to employees, managers, HR partners, and other stakeholders through phone, chat, email, and case-management systems. The role handles a high volume of inquiries involving HR, payroll, timekeeping, benefits, employee records, and other employee lifecycle matters. The ideal candidate will have 5+ years of call center or HR service center experience , strong problem-solving skills, and hands-on experience with AI-driven chatbots, voice assistants, or robotic process automation (RPA) .

Key Responsibilities:

Provide timely and accurate Tier 1 support for HR-related inquiries through phone, chat, email, and case-management systems. Troubleshoot employee questions involving HR policies, payroll, timekeeping, benefits, and employee lifecycle processes. Document inquiries, troubleshooting steps, and resolutions accurately while meeting service-level agreements (SLAs). Handle difficult or sensitive employee interactions professionally and confidentially. Escalate complex issues appropriately while resolving routine issues independently. Perform back-office HR activities such as employment verifications, document management, PTO donations, W-4 updates, mail processing, workplace accommodations, and emergency contact updates.

Basic Qualifications:

High school diploma/GED or bachelor's degree with 5+ years of relevant experience. 5+ years of experience in a call center, HR service center, or HR shared services environment. Experience working with case-management or ticketing systems in a high-volume support environment. Hands-on experience with AI-driven chatbots, voice assistants, and/or RPA solutions. Advanced proficiency with Microsoft Office, including Excel, Word, and PowerPoint. Strong analytical, troubleshooting, and problem-solving skills.

Preferred Qualifications:

Experience with ServiceNow and/or Workday . Knowledge of HR shared services practices. General knowledge of payroll and timekeeping. Experience with travel and expense processes. Experience identifying and implementing process improvements using automation or AI technologies.

Additional Information:

This is a hybrid position based in Irving, TX . Candidates must be available to work onsite Tuesday and Wednesday , with remote work Monday, Thursday, and Friday. The hybrid schedule may be subject to change based on business needs. Candidates must be available to work during operating hours of 7:00 AM-6:00 PM CST, Monday through Friday .

Pay:

$24.00 - $27.00 per hour Expected hours: 40.0 per week

Work Location:

Hybrid remote in Irving, TX 75063