HR Contact Center Representative - REMOTE

About the Role

Primary point of contact to help triage and resolve employee inquiries and concerns. This position requires daily contact through inbound calls, and chats to determine the exact nature of an employee's concerns. Contact Center Representative may escalate questions and/or concerns to Functional Specialists if unable to resolve. In addition to technical experience, the Contact Center Representative must have good communication, interpersonal, and organizational skills, and be self-motivated, detail-oriented and well organized.

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

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
• Bilingual Spanish preferred

Qualifications

• H.S. Diploma/GED (required)
• Associate's Degree in HR or related field (preferred)
• 1 year or more in case management system(s) (e.g., ServiceNow; Salesforce, etc.) (preferred)
• 1 year or more in HR, Call Center, or related field (preferred)

Pay

Hourly: Minimum $19.00 – Maximum $20.00

Schedule

Work Hours: 10:30 am – 7:00 pm CST

Benefits

• Comprehensive health and welfare benefits (medical, prescription, dental, vision, life insurance, disability insurance)
• Paid time off for vacation, illness, bereavement, family and parental leave
• Tax‑advantaged 401(k) retirement savings plan