HR Service Center Representative (Payroll & Employee Inquiries)

Partner with Aquent to join a globally recognized leader in the consumer goods industry, a company dedicated to empowering its workforce and fostering a supportive environment. This organization is committed to excellence and innovation, valuing every employee as its most vital asset.

Are you ready to be the cornerstone of employee satisfaction, making a tangible impact by ensuring every team member's HR and payroll needs are met with precision and empathy? This pivotal role places you at the heart of the employee experience, serving as the critical first point of contact for employees nationwide. Your problem-solving skills will directly contribute to a positive and productive workplace, acting as a trusted guide for navigating complex inquiries, from intricate payroll nuances to comprehensive benefits and policy guidance. You will be instrumental in fostering an efficient and engaged workforce, directly contributing to the company's overall success.

About the Role

We are seeking a highly motivated professional to join our dynamic team, specializing in employee inquiry resolution. In this role, you will be the primary liaison between employees and various HR functions, providing exceptional support and ensuring operational excellence. You will leverage your expertise to clarify, troubleshoot, and resolve a wide array of concerns, ensuring every employee feels heard and supported. This is an exciting opportunity to make a direct impact on the employee journey and contribute to a thriving workplace culture.

What You'll Do

• Serve as the first point of contact for employees and managers, expertly 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, meticulously 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.
• 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.
• 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, contributing to a collaborative and innovative HR environment.

Required Qualifications

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

What Will Set You Apart

• 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.