HR Contact Center Representative - REMOTE

Ryder Supply Chain Solutions•USA - Remote FL, FL

5d•$18 - $20•Remote

About The Position

This position serves as the primary point of contact for employees, triaging and resolving their inquiries and concerns through inbound calls and chats. The role involves determining the nature of employee concerns, escalating complex issues to Functional Specialists, and contributing to an online knowledge base. Success in this role requires strong communication, interpersonal, and organizational skills, along with self-motivation, attention to detail, and a well-organized approach.

Requirements

H.S. Diploma/GED, Required
Strong verbal and written communication skills Presents ideas and information to customers in a clear, concise manner, exhibiting exceptional communication skills (written and verbal), Required
Adapts communication style to different customer groups, Required
Demonstrates attention to and actively strives for understanding of customers’ concerns and opinions, Required
Illustrates ability to listen effectively to customer concerns and issues in order to provide applicable solutions, Required
Creates an environment that encourages sharing of information within the team, by fostering open dialogue with team members, Required

Nice To Haves

Bi-lingual Spanish Preferred
Associate's Degree in Associate's degree or equivalent level of Bachelor's education 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

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.