Call Center Services Representative

Bring your HR expertise, customer-first mindset, and technology skills to a team supporting the people behind groundbreaking aerospace innovation.

Location: Irving, TX 75063 | Hybrid
Job Type: Full-Time, 12-Month Contract
Schedule: Monday-Friday | Must be available between 7:00 AM-6:00 PM CST
Pay Rate: $30 per hour
Hybrid Schedule: In office Tuesday and Wednesday; remote Monday, Thursday, and Friday*
 

*Hybrid schedule is subject to change.

Be the HR Support Employees Can Count On

PDS Tech Commercial is partnering with a leader in the aviation and aerospace industry, to hire an experienced Call Center Services Representative 3 to support its Human Resources Service Center in Irving, Texas.

This is more than a traditional call center position. You'll serve as a key point of contact for employees, managers, HR partners, and other stakeholders, delivering knowledgeable Tier 1 support across HR, payroll, timekeeping, travel and expense, benefits, policies, and employee lifecycle questions.

If you're an experienced customer service professional who thrives in a high-volume environment and is excited about using AI, automation, and modern HR technology to improve the employee experience, this could be the opportunity for you.

What You'll Do

In this role, you'll:

• Provide timely, accurate, and high-quality Tier 1 HR support through phone, chat, email, and case management channels.

• Resolve employee inquiries using knowledge resources, troubleshooting techniques, and AI-assisted tools while meeting established service-level agreements.

• Troubleshoot issues thoroughly and document actions clearly and concisely within the case management system.

• Handle complex or challenging interactions with professionalism, discretion, and a commitment to customer satisfaction.

• Use sound judgment to resolve inquiries whenever possible and appropriately escalate complex or sensitive issues.

• Support high-volume inquiries involving HR policies, payroll, benefits, compliance, timekeeping, travel and expenses, and employee lifecycle matters.

• Complete back-office HR activities including employment verifications, document management, PTO donations, mail processing, W-4 updates, workplace accommodations, and emergency contact activation.

• Protect sensitive employee information by adhering to company policies, data privacy standards, and regulatory requirements.

• Collaborate with internal stakeholders and cross-functional teams to improve service delivery and operational effectiveness.

• Identify opportunities to streamline processes using AI-driven chatbots, voice assistants, and robotic process automation (RPA).

• Participate in continuous improvement initiatives while expanding your technical and functional HR expertise.

• Adapt to evolving HR technologies, processes, and support models.

Required Qualifications

We're looking for candidates who bring:

• High school diploma/GED or bachelor's degree, plus 5+ years of relevant experience.

• Experience working within an HR shared services or call center environment.

• Proficiency with AI-driven chatbots, voice assistants, and robotic process automation (RPA) solutions.

• Experience utilizing case management or ticketing systems in a high-volume support environment.

• Advanced proficiency with Microsoft Office, including Excel, Word, and PowerPoint.

• Strong analytical, troubleshooting, and problem-solving abilities.

• Excellent written and verbal communication skills with the ability to work effectively across organizational levels.

• Demonstrated ability to handle sensitive, difficult, or confidential situations with professionalism and discretion.

• A strong customer-focused mindset with accountability for delivering results.

Preferred Qualifications

You'll stand out if you also have:

• Experience with ServiceNow and Workday.

• Strong knowledge of Human Resources and/or Shared Services practices.

• General knowledge of payroll and timekeeping processes.

• General knowledge of travel and expense reporting.

• Experience identifying or implementing process improvements through AI and automation.

• A demonstrated commitment to operational excellence and continuous improvement.

What Success Looks Like

The ideal candidate will demonstrate:

• Customer-Centric Mindset: Putting the employee experience at the center of every interaction.

• Analytical Problem Solving: Looking beyond the immediate question to identify effective solutions.

• Stakeholder Collaboration: Building productive relationships across teams and organizational levels.

• Continuous Improvement & Innovation: Finding smarter ways to work through technology and automation.

• Adaptability & Learning Agility: Keeping pace with evolving HR tools, systems, and processes.

• Accountability for Results: Taking ownership of inquiries from initial contact through resolution.

• Operational Excellence: Delivering accurate, consistent, and high-quality support.

Why Join Us?

At PDS Tech Commercial, we connect talented professionals with opportunities to contribute to organizations that are shaping the future of aviation and aerospace.

In this role, you'll enjoy:

• Competitive pay of $30.13 per hour

• A 12-month, full-time contract opportunity

• A flexible hybrid work environment

• Exposure to advanced HR technologies, including AI and automation solutions

• Opportunities to strengthen your expertise across HR, payroll, benefits, compliance, and employee services

• A collaborative environment focused on innovation, continuous improvement, and exceptional service

• The opportunity to support the employees behind revolutionary aerospace technologies and programs

You'll join an organization where curiosity, collaboration, accountability, and a pioneering mindset are valued, while building skills that can help advance your career in HR shared services and employee support.

Ready to Make an Impact?

If you have 5+ years of call center or HR shared services experience, enjoy solving complex employee questions, and are ready to put your customer service and technology skills to work, we want to hear from you.

Apply today with PDS Tech Commercial and bring your expertise to a team supporting the people who help shape the future of aerospace.

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.                                               
 

• 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.