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 for addressing and resolving employee inquiries and concerns.

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

• Address inquiries by utilizing contact center protocols, policy manuals, knowledge management systems, and reference documentation.

• Record inquiries and concerns in the ServiceNow case management system.

• Escalate inquiries that require specialized functional knowledge to Functional Specialists.

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

• Detect unusual calling patterns and recurring employee issues.

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

• Recommend strategies to update, streamline, or enhance processes, procedures, and technologies.

• Create solutions for the online knowledge database.

• Engage in special projects and carry out other assigned tasks.

⛳️ Requirements

• High School Diploma/GED is required.

• Excellent verbal and written communication abilities.

• Capability to present ideas and information in a clear and concise manner.

• Flexibility to adapt communication style for diverse customer groups.

• Ability to comprehend customer concerns and viewpoints.

• Strong listening skills to provide relevant solutions.

• Ability to promote open dialogue and information sharing within the team.

• Associate's Degree in HR or a related field is preferred.

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

• At least 1 year of experience in HR, call center, or a related field is preferred.

• Availability to work from 10:30 AM CST to 7:00 PM CST, Monday through Friday.

🏝️ Benefits

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

• Life insurance and disability insurance options available.

• 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 and/or type.