HR Contact Center Representative

Candidates must be located within a commutable distance at the time of submission. Applicants who are not local will not be eligible for consideration.

Overview

Our client is seeking a highly customer-focused and detail-oriented HR Contact Center Representative to join their HR Operations team. In this role, you will serve as a primary point of contact for employees and HR partners, providing exceptional customer service while supporting payroll inquiries, HR case management, employee documentation, and a variety of HR administrative processes.

This position is ideal for someone with a strong customer service or contact center background who enjoys resolving employee inquiries, managing cases, and partnering with cross-functional teams. While payroll processing experience is not required, candidates must have a solid understanding of payroll and timekeeping concepts to effectively troubleshoot and respond to employee questions.

Key Responsibilities

• Serve as the first point of contact for employee and HR inquiries via inbound phone calls, email, and case management tools.
• Deliver exceptional customer service while resolving or routing inquiries efficiently.
• Create, document, and manage employee cases using ServiceNow and other case management systems.
• Maintain accurate documentation of employee interactions and case resolutions.

• Respond to employee payroll and timekeeping inquiries.
• Partner closely with the Payroll team to resolve payroll-related questions.
• Understand payroll and timekeeping processes to accurately guide employees toward resolution.
• Escalate complex payroll issues when appropriate.

• Process employee verifications and tuition reimbursement requests.
• Support HR data updates, documentation, and employee records.
• Answer policy and compliance questions while assisting employees with policy acknowledgements.
• Generate reports and maintain accurate employee records.
• Perform additional HR administrative duties as assigned.

Qualifications

• Bachelor's degree or equivalent work experience.
• 5+ years of experience in a customer service, contact center, HR support, or employee services environment.
• Experience handling high-volume inbound phone calls.
• Strong customer service and problem-solving skills.
• Experience using case management software such as ServiceNow.
• Understanding of payroll and timekeeping concepts with the ability to answer employee payroll inquiries (payroll processing experience is not required).
• Excellent verbal and written communication skills.
• Strong attention to detail and critical thinking abilities.
• Proficiency with Microsoft Outlook, Teams, and Excel.

• Previous HR Contact Center or HR Shared Services experience.
• Experience using SuccessFactors.
• Experience working with payroll inquiries or employee support.
• Experience with call management software.
• Spanish language proficiency.

Ideal Candidate

The successful candidate is:

• Passionate about providing exceptional customer service.
• Comfortable handling a high volume of inbound employee calls.
• An excellent communicator who remains calm and professional under pressure.
• Detail-oriented with strong analytical and critical thinking skills.
• Skilled at managing multiple priorities while maintaining accuracy.
• Experienced using case management systems such as ServiceNow.
• Knowledgeable about payroll and timekeeping processes, enabling them to confidently answer employee questions and guide them to the appropriate resolution.

What Makes Someone Successful in This Role

• Prior experience in a contact center or HR shared services environment.
• Ability to independently manage employee inquiries from start to finish.
• Strong understanding of payroll logic and timekeeping concepts.
• Excellent case documentation and follow-up skills.
• Exceptional customer service with a solution-oriented mindset.
• Ability to work collaboratively with Payroll, HR, and cross-functional partners.

**About Aquent Talent:**

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.