About Us
AdNet/AccountNet, Inc. is an 8(a), WOSB, LGBTE, and WBE-owned management consulting firm founded in 1990. We blend the best in people with the ongoing demands of the workplace by providing high-quality staffing and executive search services.
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This role is a hybrid position, candidates must be local to Irving, TX, and able to be on-site 2 days a week. Hybrid arrangements are subject to change based on the needs of the business.
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Job Responsibilities:
Primarily responsible for providing tier 1 support from phone, chat, and email channels in support of multiple areas as needed.
• Resolve customer requests/issues by researching and taking additional steps as required. Route/refer cases for advanced support. Total ownership of case from inception to completion.
• Partner with stakeholders to successfully resolve problems or answer questions promptly.
• Accurately document customer issues, research steps, and actions taken in the case management system.
• Perform back-office transaction processing (non-phone work) in support of HR functions.
• Demonstrate the ability to translate complex information into logical, concise communication (written and verbal).
• Strong attention to detail - driven to prevent errors and solve problems.
• Able to grasp complex information quickly and probe effectively where additional information is required.
• Demonstrate excellence in organizational and time management skills.
• Ability to interact with a variety of customers, partners, vendors, management and employees.
• Ability to work in a contact center environment with minimal supervision while using multiple system applications.
Basic Qualifications:
• High school diploma or equivalent required and 4+ years of related education/experience.
• Must be able to abide by the assigned work schedule and work a variety of shifts to support business needs.
• Previous experience interacting with customers in a service environment is required. Experience in a call center and following a structured phone schedule.
• Ability to maintain confidentiality of information.
• Confident phone presence and exceptional customer service skills are required.
• Prior experience using a case management system.
• Strong customer service, problem-solving, and technology skills.
• Proficient in MS Office applications – Word, Excel, PowerPoint, Teams.
• Working knowledge of Workday or other HRIS systems.
• Effective listening and reading comprehension skills.
Preferred Qualifications:
• Knowledge of or experience with Service Now and Workday tools.
• Knowledge of Human Resources and/or Shared Services practices.
• General knowledge of Payroll and Timekeeping.
• General knowledge of Travel Services and Travel concepts.
Duration: 12 months
Hours: M-F 8:00 AM - 5:00 PM CST
All candidates of consideration must be local to Irving, TX.
We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of Equality isn’t just the right thing to do, it’s also the smart thing.