HR Contact Center Representative -REMOTE/HYBRID
Franklin, Tennessee, United States
About the Job
Requirements:
- High School diploma or equivalent
- Associates degree or equivalent level of Bachelor education in HR or related field preferred
- One (1) year or more experience in HR, Call Center, or related field preferred
- One (1) year or more experience Case management system(s) (e.g., ServiceNow; Salesforce, etc.) preferred
- Presents ideas and information to customers in a clear, concise manner, exhibiting exceptional communication skills (written and verbal)
- Adapts communication style to different customer groups
- Demonstrates attention to and actively strives for understanding of customers' concerns and opinions
- Illustrates ability to listen effectively to customer concerns and issues in order to provide applicable solutions
- Creates an environment that encourages sharing of information within the team, by fostering open dialogue with team members
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
- Perform other duties as assigned
Or refer someone