HR Service Desk - Tier 1 Support (Hybrid, Juárez)

Kohler Co.; Benito Juárez; Hybrid; MXN 240,000 - 360,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Empathy

Active listening

De-escalation

Communication

Documentation

Education

Bachelor's degree in HR or related field

Tools

ServiceNow

Workday

myHR

Job description

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.