HR Service Center Representative III (Remote)

About Us

AdNet/AccountNet, Inc. is an 8(a), WOSB, and WBE-owned management consulting firm providing federal agencies with expert Equal Employment Opportunity (EEO), diversity, and workforce support services.

We are seeking an HR Service Center Representative III to work a hybrid schedule with in-office work currently required Tuesday and Wednesday, and remote work currently scheduled Monday, Thursday, and Friday.

Hybrid schedule may be subject to change.

Work Schedule: Candidates must be available during operating hours, Monday through Friday, 7:00 AM to 6:00 PM CST.

Travel: Not required

Job Overview

This opportunity offers the chance to contribute to advanced systems that make an impact today and for future generations. The organization values innovation, bold ideas, initiative, and a collaborative spirit in shaping what comes next.

The organization is seeking an HR Service Center Representative III to support the Human Resources Service Center. In this role, the representative serves as a key contact for employees, managers, HR partners, and external customers, helping address and resolve inquiries across multiple support areas. The position provides enterprise-wide Tier 1 support through phone, chat, case management, and email for Human Resources, Payroll, Timekeeping, Travel & Expense, and other HR functions as needed. Responsibilities may also include HR transaction support for employment verifications, Tier 1 payroll processing, Global Learning Exchange, HR document management, education assistance, W-4 support, mail processing, workplace accommodations, emergency contact center support, PTO donations, and HR business partner escalations. This position will be based on-site in Irving, TX; remote work may be considered.

Key Responsibilities:

The responsibilities below describe the general scope of the position and are not intended to be an exhaustive list. Additional duties may be assigned based on department needs and the role's function within the organization.

• Respond to and resolve a wide range of HR-related questions using analytical and investigative skills, deductive reasoning, knowledge articles, and training resources while delivering strong customer service. Escalate cases as needed to support timely resolution.
• Ask effective follow-up questions to troubleshoot issues, reach constructive outcomes, and accurately document case actions with clear, concise communication and close attention to detail.
• Handle challenging situations professionally with customers at all levels while supporting customer satisfaction, service quality, and service level expectations.
• Use available resources to assist employees with more complex HR inquiries and help reduce unnecessary escalations to HR Business Partners.
• Perform back-office HR processes, including employment verifications, HR document management support, physical mail responses, PTO donation administration, and other related functions while following company policies.
• Provide support to employees affected by disasters when the Emergency Contact Center is activated.
• Manage confidential information professionally, respecting employee privacy and company confidentiality requirements.

Basic Qualifications for HR Service Center Representative III:

• High school diploma or equivalent and 5+ years of related education or experience.
• Prior experience supporting customers in a high-volume transaction service center environment, including call center experience using multiple systems and a structured phone schedule.
• Strong problem-solving, organizational, time management, and technology skills.
• Strong interpersonal, verbal, and written communication skills, with the ability to manage multiple priorities and demonstrate initiative and creativity.
• Ability to follow an assigned work schedule and work varied shifts to support business needs across multiple time zones.
• Ability to maintain confidentiality of information.
• Working knowledge of Workday or ServiceNow.
• Proficiency with Microsoft Office applications, including Outlook, Teams, Excel, and Word.

Preferred Qualifications for HR Service Center Representative III:

• Strong knowledge of or experience using ServiceNow 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.

AdNet is built on the foundation of unconditional Acceptance and Belonging in our practices, processes, and relationships.