HR Contact Center Representative

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Act as the primary contact for addressing and resolving employee inquiries and issues.

• Manage daily incoming calls and chats to accurately identify employee concerns.

• Escalate inquiries to Functional Specialists when resolution is not possible.

• Create solutions for the online knowledge base.

• Address employee questions and problems utilizing contact center procedures, policy manuals, the knowledge management system, and reference materials.

• Record all employee inquiries and issues in the contact center case management application, such as ServiceNow.

• Redirect inquiries to Functional Specialists when specific, detailed functional knowledge is necessary.

• Inform relevant team members when updates to the knowledge base are required.

• Detect unusual calling patterns or recurring employee issues and propose process, procedure, and/or training enhancements to the Contact Center Supervisor or Operations Manager.

• Recommend strategies to update, simplify, or improve processes, procedures, and technologies.

• Engage in special projects as required.

• Execute additional responsibilities as assigned.

⛳️ Requirements

• H.S. Diploma/GED is required.

• An Associate's Degree or equivalent of a Bachelor's degree in HR or a related field is preferred.

• At least one year of experience with case management systems such as ServiceNow or Salesforce is preferred.

• A minimum of one year in HR, call center, or a related field is preferred.

• Excellent verbal and written communication skills.

• Capability to convey ideas and information clearly and succinctly to customers.

• Flexibility to adapt communication style to various customer demographics.

• Proficiency in understanding customers’ concerns and perspectives.

• Ability to effectively listen to customer issues and provide relevant solutions.

• Skill in promoting open dialogue and information sharing within the team.

• Availability to work from 10:30 a.m. to 7:00 p.m. CST.

• Bilingual in Spanish is preferred.

🏝️ Benefits

• Options for medical, prescription, dental, vision, life insurance, and disability insurance.

• Paid time off for vacation, illness, bereavement, family, and parental leave.

• Tax-advantaged 401(k) retirement savings plan.

• Potential for annual bonuses, commissions, and/or long-term incentive plans based on position level/type.

• Opportunities for professional growth.

• A platform for your voice to be heard.

• A respectful and collaborative work culture.

• Access to industry-leading technology.