Contact Center Agent - US Payroll (Monterrey)

About the role

As a Contact Service Agent (Payroll), you will serve as the first point of contact for all payroll‑related inquiries, delivering exceptional customer support to employees and business partners. In this role, you will resolve issues efficiently, ensure accurate communication, and collaborate closely with payroll teams to provide timely and high‑quality service. Your work will help ensure a seamless employee experience and support the integrity of payroll operations.

Key Responsibilities

• Managing payroll‑related inquiries from employees and business unit partners through ticketing systems.
• Resolving and closing inquiries at first point of contact whenever possible.
• Resetting payroll employee self‑service passwords and assisting with system access issues.
• Providing efficient, professional, and timely responses to all inquiries.
• Liaising effectively with the Payroll Team to ensure inquiries are resolved accurately and satisfactorily.
• Delivering a high level of customer service while maintaining accuracy and attention to detail.

Requirements

• High School degree or equivalent.
• Great command of spoken and written English.
• 3+ years of customer service experience in a call center or similar environment.
• Experience using ticketing tools such as ServiceNow or Salesforce.
• Experience with payroll systems and basic payroll knowledge.
• Excellent customer service and communication skills (written and verbal).
• Good command of Microsoft Office.
• Strong analytical skills, accuracy, and attention to detail.
• Strong organizational skills, sense of urgency, and technical aptitude.

Nice to Have

• Experience supporting HR or payroll shared services environments.
• Familiarity with employee self‑service platforms and HR systems.
• Experience handling high‑volume inquiries in a global organization.

Benefits

We offer competitive benefits including health insurance, professional development opportunities, and a commitment to employee wellness and career growth.

Equal Opportunity Statement

Carrier is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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