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. The Contact Center Representative may escalate questions or concerns to Functional Specialists when unable to resolve. Other daily tasks include generating solutions for the online knowledge base.

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.
• Perform other duties as assigned.

Requirements

Travel is not required for this position.

Qualifications

• High School Diploma or GED (required).
• Associate’s degree or equivalent level of Bachelor’s education in HR or a related field (preferred).
• One year or more experience with case management systems (e.g., ServiceNow, Salesforce) (preferred).
• One year or more experience in HR, call center, or a related field (preferred).

Skills