HR Service Center Representative (Payroll & Employee Inquiries)

Overview

Are you ready to make a tangible impact by empowering employees and ensuring their HR and payroll needs are met with precision and empathy? Join a dynamic team that serves as the critical first point of contact for employees nationwide, where your problem-solving skills will directly contribute to a positive and productive workplace experience. In this high-impact, customer-centric role, you will be the trusted guide for navigating complex inquiries, from payroll nuances to benefits and policy guidance, playing a pivotal role in supporting our most valuable asset: our people.

About the Opportunity

We are seeking a highly motivated professional to join our team, specializing in employee inquiry resolution. This role is crucial for fostering a supportive and efficient environment, acting as the primary liaison between employees and various HR functions. You will leverage your expertise to clarify, troubleshoot, and resolve a wide array of concerns, ensuring every employee feels heard and supported.

What You’ll Do

As a key member of our HR service team, you will be instrumental in providing exceptional support and ensuring operational excellence. Your responsibilities will include:

• Inbound Contact Center & Case Management:
  • Serve as the first point of contact for employees and managers, addressing inquiries related to pay, benefits, leave of absence, tuition reimbursement, employment verifications, and HR policy compliance.
  • Manage end-to-end employee inquiries using a leading HR case management platform, documenting interactions, tracking progress, and ensuring timely and accurate resolution.
  • Deliver a top-tier, empathetic customer service experience across phone, chat, and email channels, upholding the highest standards of service excellence.

• Payroll & Timekeeping Inquiry Resolution:

  • Act as the primary bridge between employees and the core Payroll team, interpreting timecard data, pay stub logic, deductions, and tax setups to resolve employee pay inquiries.
  • Troubleshoot complex payroll discrepancies using foundational payroll logic, escalating specialized tax or processing issues to internal payroll partners when necessary.

• HR Operations & Administrative Support:

  • Process employee data changes, performance report requests, and policy acknowledgments with meticulous attention to detail.
  • Oversee administrative workflows, including tuition reimbursement approvals and employment verifications.
  • Partner across HR specialized teams to ensure alignment with best practices and foster cross-functional synergy.

What You’ll Bring

To succeed in this role, you will need a blend of experience, technical proficiency, and a strong customer-centric approach:

• Experience: 5+ years of professional experience in an HR Contact Center, Shared Services, or High-Volume Customer Service environment, specifically handling inbound call case management.

• Payroll Knowledge: Strong working knowledge of timekeeping and payroll principles to troubleshoot and explain pay-related questions. (Note: Direct payroll processing experience is not required; expertise in payroll logic and inquiry resolution is essential).
• Software Proficiency:
  • Hands-on experience with ServiceNow (or similar enterprise HR case management platforms).
  • Familiarity with enterprise HRIS platforms such as SAP SuccessFactors.
  • Proficiency in Microsoft Office Suite (Excel, Outlook, Teams).

• Education: Associate’s Degree (AA) required; Bachelor’s Degree preferred.

What Will Make You Stand Out

Candidates who truly excel in this role will possess these additional qualities:

• Proven Contact Center Expertise: A demonstrated track record of managing high call volumes while maintaining precise record-keeping and case resolution standards.
• Critical Thinking & Detail Orientation: Exceptional ability to investigate complex, multi-variable pay or timekeeping questions and translate technical payroll rules into clear, simple language for employees.
• De-escalation & Empathy: Strong active-listening skills combined with a calm, reassuring phone presence, particularly when handling sensitive pay or leave concerns.
• Language Skills: Bilingual (Spanish/English) capability is highly preferred, enabling you to support a diverse workforce.

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.