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 and/or concerns to Functional Specialists if unable to resolve. Other daily tasks include generating solutions for the online knowledge base. In addition to technical experience, the role requires good communication, interpersonal, and organizational skills, self‑motivation, detail‑orientation, and strong organizational abilities.

Responsibilities

• Resolve employee inquiries and issues using 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 (e.g., ServiceNow).
• Forward employee inquiries to Functional Specialists when specific, in‑depth functional knowledge is required.
• Notify the appropriate team member when updates to the knowledge base 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

• High school diploma or GED (required).

Qualifications

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

Skills

• Strong verbal and written communication skills.
• Ability to present ideas and information clearly and concisely.