Contact Center Associate - (req73639)

Kohler; Benito Juárez; On-site; MXN 223,000 - 357,000; Full time

Job summary

Kohler is seeking a Contact Center Associate in Juarez, NM, with a hybrid work model. You will deliver Tier 1 support across multiple channels, resolve routine inquiries using knowledge articles, and document cases accurately while ensuring data privacy.

You will work with tools like ServiceNow and Workday, supporting global associates and maintaining SLA adherence. The role requires 2–4 years in a contact center or HR services role, English proficiency, and a Bachelor's degree in HR/Business or

Qualifications

• Bachelor degree in HR, Business Admin or related field preferred.
• 2–4 years in contact center, HR Shared Services or service desk environments.
• Experience with phone, chat, email or ticketing platforms and SLA-driven work.

Responsibilities

• Be the first point of contact for associates and managers seeking Hire-to-Retire support.
• Provide Tier 1 support via ServiceNow/myHR, phone, email, chat, and digital channels.
• Document cases accurately and route/escalate per defined rules.
• Maintain confidentiality and data privacy in all interactions.
• Meet service levels and contribute to a positive associate experience.
• Navigate SOPs, FAQs, and knowledge articles to resolve inquiries.

Skills

Customer Service

Active Listening

De-escalation

Multichannel support

Communication

Education

Bachelor's degree in HR/Business

Tools

Avaya

ServiceNow

Workday

myHR

SNOW

Job description

Contact Center Associate

Location: Juarez, Nuevo León, Posición hibrida

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.