Contact Center Associate

Kohler; Benito Juárez; On-site; MXN 201,000 - 312,000; Full time

Job summary

Sterling Kohler is seeking a Contact Center Associate to be the first point of contact for associates and managers seeking Hire-to-Retire support. Location is Juarez, Nuevo León, with a hybrid work arrangement.

You will provide accurate, timely Tier 1 support via ServiceNow/myHR, phone, email, and chat, document cases, and ensure data privacy while delivering a positive associate experience.

Qualifications

• Graduate/Bachelor's degree in Human Resources, Business Administration, Business Operations, or a related field preferred.
• 2-4 years of experience in a contact center, HR Shared Services, employee support, customer service, or service desk environment preferred.
• Experience handling high-volume employee or customer interactions via phone, chat, email, or ticketing channels preferred.
• Experience with HR systems such as Workday, SNOW, ServiceNow, or myHR preferred.

Responsibilities

• Provide Tier 1 HR and Hire-to-Retire support via ServiceNow/myHR, email, chat, and phone.
• Handle inquiries using knowledge articles, SOPs, FAQs, and job aids.
• Document cases accurately and route appropriately while protecting data privacy.
• Manage multi-channel contact center operations and SLA expectations.
• Escalate issues as per defined rules and ensure timely resolution.
• Maintain confidentiality and professional communication.

Skills

Customer service

Active listening

De-escalation

Call handling

Professional communication

Education

Bachelor's degree

Tools

ServiceNow

Workday

myHR

SNOW

Avaya

Job description

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. The associate resolves standard inquiries using approved knowledge articles, SOPs, FAQs, and job aids, while ensuring accurate case documentation, appropriate routing, data privacy, and a positive associate experience.

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.
• Experience supporting global or multi-region employees preferred.

Language Requirements

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.