Human Resources Contact Center Coordinator

Kwik Trip•La Crosse, WI

1d•$20 - $27

About The Position

We are looking for a fun, friendly, and highly motivated individual to join our HR Contact Center. The HR Contact Center plays a crucial role in our HR Service delivery strategy. We are the first point of contact for coworkers, leaders, applicants, and others who need service and services provided by our Human Resources department. The HR Contact Center Coordinator, is responsible for ensuring our customers’ HR needs are taken care of. We provide high-quality customer service and support to employees and potential job candidates within a high-paced HR Contact Center. We handle a variety of questions, concerns, and requests. related to benefits, payroll, policy clarification, hiring and onboarding new hires, employee relations concerns and other HR topics. In addition, the Contact Center Coordinator performs first-level troubleshooting of HRIS systems. Serve as the primary customer contact for internal and external customers in a call/contact center environment utilizing knowledge base and case management tools to assist customers in completing their talent operations needs, in accordance with service center

Requirements

Exceptional interpersonal and rapport building skills.
Great active listening skills – Patiently listen to caller, clearly understand the reason behind their call, and take ownership and address the reason for the call
Patience and empathy
Adaptability and flexibility
Troubleshooting skills
Computer literacy
Kwik Trip Mission and Values
Excellent telephone etiquette and ability to deal effectively with customers, internal and external, peers and management.
Ability to project a professional image over the telephone
Excellent oral and written communication skills
Skill in typing 50+ wpm

Nice To Haves

Associate degree in Human Resources, Business Management, or related field preferred
1 year experience in Customer Service, Technical Support, or Business Management, or Call/Contact Center is preferred

Responsibilities

Respond to a wide range of HR-related questions accurately and promptly.
Guide employees through HR processes, such as leave requests, time off, and updating personal information in HR systems.
Escalate complex or sensitive HR matters to the HR Call Center Supervisor or designated HR specialists for further assistance and resolution.
Accurately log details of customer interactions in our case management software.
De-escalate situations involving dissatisfied coworkers, applicants, or guests by offering patient assistance and support
Participate in the Knowledge Management process to ensure the team has the knowledge and information needed to be successful, and that the coworker-facing Knowledge Base Articles in the KT Service Portal contains accurate information for our coworkers and leaders
Various HR activities as needed.