HR Representative (Contact Center)

About The Role

The HR Contact Center Representative is a remote position serving as the primary point of contact for employees seeking assistance with HR-related inquiries and concerns. The role involves managing inbound calls and chats to accurately assess employee issues, provide solutions, and escalate complex matters to specialized teams when necessary. The representative will utilize contact center procedures, policy manuals, and knowledge management systems such as ServiceNow to document and resolve employee inquiries efficiently. Additionally, the role requires proactive participation in maintaining and updating the online knowledge base, identifying recurring issues, and suggesting process improvements to enhance overall service delivery.

Qualifications

• High School Diploma or GED (required)
• Associate's Degree or equivalent in HR or related field (preferred)
• Minimum of 1 year experience with case management systems (e.g., ServiceNow, Salesforce) (preferred)
• At least 1 year of experience in HR, call center, or related field (preferred)
• Strong verbal and written communication skills (required)
• Ability to adapt communication style to different customer groups (required)
• Excellent listening and problem-solving skills (required)
• Self-motivated, detail-oriented, and well-organized (required)

Responsibilities

• Serve as the primary contact for employee inquiries via inbound calls and chats, providing timely and accurate resolutions.
• Utilize contact center procedures, policy manuals, and knowledge management systems to address employee concerns effectively.
• Document all inquiries and resolutions in the case management application, ensuring accurate and comprehensive records.
• Escalate complex or in-depth questions to Functional Specialists for further assistance.
• Notify team members when updates to the knowledge base are necessary to improve information accuracy and accessibility.
• Identify patterns in employee issues and collaborate with supervisors to recommend process, procedure, or training improvements.
• Contribute to the continuous enhancement of contact center operations by suggesting process improvements and technological updates.
• Participate in special projects and perform additional duties as assigned by management.
• Maintain a professional demeanor and foster a positive environment for team collaboration and knowledge sharing.

Benefits

• Competitive hourly rate ranging from $18.00 to $20.00
• Comprehensive health and welfare benefits including medical, dental, vision, and prescription coverage
• Life insurance and disability insurance options
• Paid time off for vacation, illness, bereavement, and family or parental leave
• Tax-advantaged 401(k) retirement savings plan
• Opportunities for professional growth and development within a supportive organizational culture

Equal Opportunity

Ryder is an Equal Opportunity Employer and a Drug-Free workplace. We are committed to creating an inclusive environment where all qualified applicants receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, or any other protected characteristic. We ensure fair hiring practices and promote diversity at all levels of the organization.