HR Contact Center Representative I

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

📋 Description

• Act as the main point of contact to assess and address employee inquiries and concerns

• Manage daily incoming calls and chats to identify the nature of employee issues

• Escalate inquiries and concerns to Functional Specialists as needed

• Create solutions for the online knowledge base

• Address employee inquiries utilizing contact center procedures, policy manuals, knowledge management systems, and reference materials

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

• Redirect inquiries requiring specialized functional knowledge to Functional Specialists

• Inform team members when updates to the knowledge base are necessary

• Recognize unusual calling patterns or recurring employee issues

• Propose enhancements to processes, procedures, and training to the Contact Center Supervisor or Operations Manager

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

• Engage in special projects as required

• Carry out additional duties as assigned

⛳️ Requirements

• Bi-lingual in Spanish is preferred

• High School Diploma or GED is required

• Associate's Degree in HR or a related field, or an equivalent level of Bachelor's education, is preferred

• At least 1 year of experience with case management systems such as ServiceNow or Salesforce is preferred

• A minimum of 1 year of experience in HR, call center, or a related field is preferred

• Strong verbal and written communication skills

• Ability to modify communication style to suit different customer groups

• Attentiveness to customers' concerns and opinions

• Capability to listen effectively and provide relevant solutions

• Ability to encourage open dialogue and information sharing within the team

🏝️ Benefits

• Extensive health and welfare benefits

• Medical insurance

• Prescription coverage

• Dental insurance

• Vision insurance

• Life insurance

• Options for disability insurance

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

• Tax-advantaged 401(k) retirement savings plan

• Potential for annual bonus, commission, and/or long-term incentive plan depending on position level/type