HR Contact Center Representative - REMOTE

About the role

Primary point of contact to help triage and resolve employee inquiries and concerns via inbound calls and chats. The Contact Center Representative escalates unresolved issues to Functional Specialists, contributes to the online knowledge base, and participates in special projects. Bilingual Spanish preferred.

Responsibilities

• Resolve employee inquiries and issues by utilizing contact center procedures, policy manuals, knowledge management system and other reference materials.
• Document all employee inquiries and issues in the contact center case management application (i.e. ServiceNow).
• Forward employee inquiries to Functional Specialists when specific, in‑depth functional knowledge is required.
• Notify the appropriate team member when updates to the knowledgebase are needed.
• Identify unusual calling events or frequent employee issues and work with the Contact Center Supervisor or Operations Manager to suggest process, procedure and/or training improvements.
• Suggest methods to update, simplify, or enhance processes, procedures, and technologies.
• Participate in special projects as needed.
• Performs other duties as assigned.

Qualifications

• H.S. Diploma/GED – Required.
• Associate’s degree or equivalent level of Bachelor’s education in HR or related field – Preferred.
• 1 year or more experience with case management systems (e.g., ServiceNow, Salesforce) – Preferred.
• 1 year or more experience in HR, call center, or related field – Preferred.
• Bilingual Spanish – Preferred.
• Travel: None.

Skills

• Strong verbal and written communication skills.
• Presents ideas and information to customers in a clear, concise manner, exhibiting exceptional communication skills (written and verbal).
• Adapts communication style to different customer groups.
• Demonstrates attention to and actively strives for understanding of customers’ concerns and opinions.
• Illustrates ability to listen effectively to customer concerns and issues in order to provide applicable solutions.
• Creates an environment that encourages sharing of information within the team by fostering open dialogue with team members.

Benefits

For all full‑time positions only: Ryder offers comprehensive health and welfare benefits, including medical, prescription, dental, vision, life insurance and disability insurance options, as well as paid time off for vacation, illness, bereavement, family and parental leave, and a tax‑advantaged 401(k) retirement savings plan. For more information, see the benefits summary