Contact Center Associate

Kohler Co.; Benito Juárez; Híbrido; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

Kohler Co. in Juarez, Mexico seeks a Customer-focused Contact Center Associate to deliver Tier 1 Hire-to-Retire support via ServiceNow/myHR, phone, chat, and email.

You will handle multi-channel inquiries with accuracy, empathy, and timely resolution, while adhering to SLA requirements and data privacy standards. The role requires 2–4 years in a contact center or HR service environment, a Bachelor’s in HR or related field, and experience with ServiceNow, Workday, and MyHR tools.

Formación

• 2–4 years experience in a contact center or HR Shared Services environment.
• Experience with multi-channel support (phone, chat, email) and ticketing.
• Ability to navigate HR systems and SOPs with strong documentation and closure.

Responsabilidades

• Provide Tier 1 Hire-to-Retire support via ServiceNow/myHR, phone, email, chat and approved digital channels.
• Demonstrate empathy, patience, active listening, and professional communication.
• Manage queue, multi-channel support, call documentation, service level expectations.
• Document, categorize, route, and close cases accurately.
• Escalate based on defined rules while maintaining data privacy and confidentiality.
• Adhere to SLA-driven processes and compliance standards.

Conocimientos

Empathy

Active listening

De-escalation

Communication

Documentation

Educación

Bachelor's degree in HR or related field

Herramientas

ServiceNow

Workday

myHR

Descripción del empleo

Opportunity

First point of contact for associates and managers seeking Hire-to-Retire support. The role provides accurate, timely, and professional Tier 1 support through ServiceNow/myHR, phone, email, chat, and approved digital channels.

Contact Center Associate

Location: Juarez, Nuevo León, Posición hibrida

Opportunity

First point of contact for associates and managers seeking Hire-to-Retire support. The role provides accurate, timely, and professional Tier 1 support through ServiceNow/myHR, phone, email, chat, and approved digital channels.

Key Responsibilities

• Customer Service: Empathy, patience, active listening, call handling, de-escalation, ownership, and professional communication.
• HR Process Awareness: Basic understanding of H2R processes, policies, and HR Shared Services ways of working.
• Contact Center Operations: Experience with queue management, multi-channel support, call documentation, call control, and service level expectations.
• Case Management: Ability to document, categorize, route, and close cases accurately.
• Triage & Escalation: Sound judgment to resolve, redirect, route, or escalation based on defined rules.
• Confidentiality: Strong data privacy, authentication, and information-sharing discipline.

Qualifications And Experience

Education

Graduate/Bachelor's degree in Human Resources, Business Administration, Business Operations, or a related field preferred.

Experience

2-4 years of experience in a contact center, HR Shared Services, employee support, customer service, or service desk environment preferred.

Prior experience handling high-volume employee or customer interactions through phone, chat, email, or ticketing channels preferred.

Ability to manage call flow, active listening, probing questions, de-escalation, and clear closure of associate inquiries.

Experience working with Avaya/other telephony tool, ServiceNow, Workday, myHR, Service Now (SNOW) or another HR case management / ticketing platform preferred.

Experience operating in an SLA-driven environment with quality, documentation, and compliance expectations preferred.

Language Requirements

Experience supporting global or multi-region employees preferred.

Candidate should be able to speak and understand English

Technical / Functional Knowledge

Basic understanding of Hire-to-Retire processes and HR Shared Services operating models.

Ability to navigate SOPs, FAQs, policy documents, knowledge articles, and process maps.

Comfortable using Microsoft 365 tools and HR service management platforms.

Knowledge of HR systems such as Workday, HCM and Service Now (SNOW) is preferred.

Awareness of data privacy, authentication, audit, and information security expectations.

Success Profile

A successful H2R Contact Centre Associate is customer-focused, calm under pressure, detail-oriented, and disciplined in following the support model. They balance empathy with process adherence, use knowledge effectively, ensuring compliance, and help Kohler associates receive an exceptional experience.

Why Choose Kohler?

We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With more than 30,000 bold leaders across the globe, we’re driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.

About Us

It is Kohler’s policy to recruit, hire, and promote qualified applicants without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or status as a protected veteran. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact [e-mail] . Kohler Co. is an equal opportunity/affirmative action employer.