HR Contact Center Representitive

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Job Description :

Bi-lingual Spanish Preferred

10:30- 7pm CST Work Hours for the Role

Summary

Primary point of contact to help triage and resolve employee inquiries and concerns. This position requires daily contact through inbound calls, and chats to determine the exact nature of an employee's concerns. Contact Center Representative may escalate questions and / or concerns to Functional Specialists if unable to resolve. Other daily tasks include generation of solutions for online knowledge base. In addition to technical experience, the Contact Center Representative must have good communication, interpersonal, and organizational skills, and be self-motivated, detail-oriented and well organized.

Essential Functions

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Resolve employee inquiries and issues by utilizing contact center procedures, policy manuals, knowledge management system and other reference materials.

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Document all employee inquiries and issues in the contact center case management application (i.e. ServiceNow)

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Forward employee inquiries to Functional Specialists when specific, in-depth functional knowledge is required

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Notify the appropriate team member when updates to the knowledgebase are needed

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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

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Suggest methods to update, simplify, or enhance processes, procedures, and technologies

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Participate in special projects as needed

Additional Responsibilities

- Performs other duties as assigned.

Skills and Abilities

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Strong verbal and written communication skills Presents ideas and information to customers in a clear, concise manner, exhibiting exceptional communication skills (written and verbal), Required

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Adapts communication style to different customer groups, Required

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Demonstrates attention to and actively strives for understanding of customers’ concerns and opinions, Required

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Illustrates ability to listen effectively to customer concerns and issues in order to provide applicable solutions, Required

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Creates an environment that encourages sharing of information within the team, by fostering open dialogue with team members, Required

Qualifications

- H.S. Diploma/GED, Required

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Associate's Degree in Associate's degree or equivalent level of Bachelor's education in HR or related field, Preferred

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1 year or more in Case management system(s) (e.g., ServiceNow; Salesforce, etc.), Preferred

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1 year or more in HR, Call Center, or related field, Preferred

Travel

- No

Job Category
HR Compliance
Our Culture & Commitment :

At Ryder, you’re trusted to make an impact—while enjoying room to grow and having a voice that’s heard. Our culture is built on respect, collaboration, and shared pride in doing great work rooted in innovation and safety.

Your Voice. Your Success. The Future We Build Together.

Compensation Information :

The compensation offered to a candidate may be influenced by a variety of factors, including the candidate’s relevant experience; education, including relevant degrees or certifications; work location; market data/ranges; internal equity; internal salary ranges; etc. The position may also be eligible to receive an annual bonus, commission, and/or long-term incentive plan based on the level and/or type. Compensation ranges for the position are below:

Pay Type :
Hourly Minimum Pay Range:
$23.91 Maximum Pay Range:
$27.50
Ryder is an Equal Opportunity Employer:

We value Diversity and Inclusion in the workplace and encourage all qualified candidates to apply including women, visible minorities, aboriginals and persons with disabilities.

In accordance with our commitment to diversity and inclusion, Ryder welcomes and encourages applications from people with disabilities. Accommodations are available on request for candid