HR Contact Center Representitive I - REMOTE

Ryder Supply Chain Solutions•USA - Remote CA, NV

7d•$18 - $20•Remote

About The Position

The HR Contact Center Representative I is the primary point of contact for triaging and resolving employee inquiries and concerns. The role handles daily inbound calls and chats to identify the nature of employee concerns, resolve issues using established procedures and reference materials, and escalate matters to Functional Specialists when in-depth functional knowledge is needed. The representative also documents cases, contributes solutions and updates to the online knowledge base, and helps identify opportunities to improve processes, procedures, training, and technology. The role requires strong communication, interpersonal, organizational, and listening skills, along with self-motivation and attention to detail. The schedule is Monday through Friday, 10:30 a.m. to 7:00 p.m. CST. The position is remote, and travel is not required.

Requirements

High school diploma or GED.
Strong verbal and written communication skills, including presenting ideas and information clearly and concisely.
Ability to adapt communication style to different customer groups.
Ability to understand customer concerns and opinions and listen effectively to provide applicable solutions.
Ability to foster open dialogue and encourage information sharing within the team.

Nice To Haves

Associate's degree or equivalent level of bachelor's education in HR or a related field.
One or more years of experience with case management systems, such as ServiceNow or Salesforce.
One or more years of experience in HR, a call center, or a related field.

Responsibilities

Resolve employee inquiries and issues using contact center procedures, policy manuals, the knowledge management system, and other reference materials.
Document employee inquiries and issues in the contact center case management application, such as ServiceNow.
Forward inquiries to Functional Specialists when specific, in-depth functional knowledge is required.
Notify the appropriate team member when knowledge-base updates are needed.
Identify unusual calling events or frequent employee issues and work with the Contact Center Supervisor or Operations Manager to suggest process, procedure, 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.