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AdNet/AccountNet Inc.
51 – 200 Employees
ConsultingHealthcareLegal
Founded in 1990, AdNet/AccountNet Inc. is a Baltimore-based human capital management and staffing firm serving government and commercial clients. Its work spans staffing for remote and onsite roles, executive search, consultant and contractor placement, and talent acquisition. The company describes its approach as “P3”: people, adaptable processes, and successful placements. Its hiring work is complemented by community outreach, podcasts, and scholarship initiatives.
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Senior HR Call Center Representative

Deliver Tier 1 HR support to employees through phone, chat, email, and case management tools. Resolve inquiries and guide employees to the right resources and services.

USUnited StatesTXTexas
$23 – $24 / hour
HybridFull-timeMiddleSeniorEnglish RequiredCall Center Representative
RPAServiceNow

Description

  • Provide responsive Tier 1 HR assistance to employees through phone, chat, email, and case management channels.
  • Use knowledge resources, troubleshooting methods, and AI tools to answer employee questions.
  • Record interactions and resolutions in case systems and meet service level targets.
  • Address complex or sensitive employee concerns with professionalism.
  • Resolve inquiries independently when appropriate and refer complex cases to the right team.
  • Handle employment checks, document records, PTO donation requests, mail, tax form changes, workplace accommodation support, and emergency contact updates.
  • Follow company policies and protect employee privacy and data.
  • Work with internal partners and cross-functional teams to improve operations.
  • Contribute to service improvements involving AI, chatbots, voice assistants, and robotic process automation (RPA).
  • Keep up with changes in HR technologies, tools, and support practices.

Requirements

  • High school diploma or GED with relevant work experience, or a bachelor's degree with relevant experience.
  • Background in HR shared services, HR operations, or a call center.
  • Experience serving customers in a high-volume support environment.
  • Proficiency with AI chatbots, voice assistants, and robotic process automation (RPA) tools.
  • Experience with case management or ticketing platforms.
  • Advanced skills in Microsoft Office, including Excel, Word, and PowerPoint.
  • Strong analytical, troubleshooting, and problem-solving abilities.
  • Excellent written and verbal communication skills.
  • Ability to handle sensitive and confidential information discreetly and professionally.
  • Strong customer service skills and confidence interacting across organizational levels.
  • Experience with ServiceNow and Workday.
  • Knowledge of HR shared services operations and practices.
  • Familiarity with payroll and timekeeping processes.
  • Knowledge of travel and expense reporting systems.
  • Experience supporting HR technology platforms and digital service tools.
  • Proof of U.S. citizenship is required.
  • Availability Monday through Friday between 7:00 a.m. and 6:00 p.m. CST.

Benefits

  • Hybrid schedule: on site Tuesday and Wednesday, with remote work Monday, Thursday, and Friday.
  • Full-time position with a 40-hour workweek.
  • Twelve-month contract term.

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