CoE Contact Center Specialist, Shared Services

Oldcastle Payroll, Inc.; Alpharetta (GA); Hybrid; USD 50,000 - 75,000; Full time

Benefits offered by this job

Competitive base pay

Medical, dental and disability covers

Retirement savings program

Health and wellness programs

Inclusive culture with growth/internal

Job summary

CRH Americas Materials Inc. is seeking a highly motivated Contact Center Specialist to join our Shared Services Center of Excellence.

In this hybrid role, you will gather, analyze, and report data on customer interactions and agent performance to drive recommendations enhancing customer satisfaction and operational efficiency. You will serve as a primary contact for customers via phone, email, or chat, troubleshoot issues, and support process standardization in finance operations.

Qualifications

• Bachelor's degree or equivalent work experience required.
• 1+ years of experience working a Contact Center within Finance and Accounting Shared Services Center preferred.
• Experience with automated help desk solutions (ticketing system) required.
• Experience with ERP systems (e.g., SAP S/4HANA) preferred.
• Excellent verbal and written communication skills and ability to properly seek and handle customers' feedback.
• Strong analytical mindset, organizational skills with attention to detail, and ability to manage competing priorities.

Responsibilities

• Handle customer inquiries: Serve as the first point of contact for customers via phone, email, or chat, addressing questions and concerns promptly.
• Resolve issues: Troubleshoot problems, provide solutions, and elevate complex cases when necessary.
• Process requests: Enter, verify, and transmit customer requests into the system.
• Maintain records: Update databases and contact logs to ensure accurate documentation of customer interactions.
• Ensure customer satisfaction: Build positive relationships, de-escalate conflicts, and foster loyalty through excellent service.
• Contribute to the development of training materials and documentation for finance process standardization.
• Participate in cross-functional projects aimed at improving finance operations and control frameworks.
• Perform other related duties as assigned.

Skills

Customer service

Analytical thinking

Communication skills

Education

Bachelor's degree or equivalent

Tools

SAP S/4HANA

Ticketing system

Job description

Job ID: 530641

CRH's Americas Materials business is the leading provider of building materials in North America. The aggregates, asphalt, ready mixed concrete, paving and construction services we deliver are critical to building our world. Our operations span 45 U.S. states and two Canadian provinces with over 30,000 employees across 1,700 operating locations.

Job Summary

We are seeking a highly motivated Contact Center Specialist to join our Shared Services Center of Excellence, where you will play a critical role in improving the performance and efficiency of our contact center by gathering, analyzing, and reporting data on customer interactions, agent performance, and operational metrics; the ideal candidate will leverage these insights to develop actionable recommendations that align with strategic goals, enhance operational effectiveness, and drive customer satisfaction.

Location

Hybrid 4 days in office. 100% in office during transition.

What Shared Service Does

A Shared Services Center (SSC) centralizes critical business processes, streamlining operations, reducing costs, and delivering consistent quality. By consolidating areas such as finance, procurement, payroll, and reporting, SSC eliminates duplication, frees time for strategic priorities, and fosters efficiency. SSC's primary functions include:

• O2C (Order-to-Cash): Manages the customer journey from order to payment, driving smoother revenue processes.
• R2R (Record-to-Report): Enables robust financial reporting and accounting.
• P2P (Procure-to-Pay): Ensures timely vendor payments and strong supplier relationships. Manages the Travel and Expense program.
• Center of Excellence: Drives innovation and continuous improvement.
• Payroll (Hire-to-Retire): Ensures accurate, compliant employee payments.

Shared Services enables companies to focus on growth and strategic goals while maintaining operational excellence.

Key Responsibilities

• Handle customer inquiries: Serve as the first point of contact for customers via phone, email, or chat, addressing questions and concerns promptly.
• Resolve issues: Troubleshoot problems, provide solutions, and elevate complex cases when necessary.
• Process requests: Enter, verify, and transmit customer requests into the system.
• Maintain records: Update databases and contact logs to ensure accurate documentation of customer interactions.
• Ensure customer satisfaction: Build positive relationships, de-escalate conflicts, and foster loyalty through excellent service.
• Contribute to the development of training materials and documentation for finance process standardization.
• Participate in cross-functional projects aimed at improving finance operations and control frameworks.
• Perform other related duties as assigned.

Qualifications

• Bachelor's degree or equivalent work experience required.
• 1+ years of experience working a Contact Center within a Finance and Accounting Shared Services Center preferred.
• Experience working with automated help desk solution (ticketing system) required.
• Experience with ERP systems (e.g., SAP S/4HANA) preferred.
• Excellent verbal and written communication skills and ability to properly seek and handle customers' feedback.
• Strong analytical mindset, organizational skills with attention to detail, and the ability to manage competing priorities.

Physical Requirements

• Ability to communicate by telephone and in person.
• Ability to use a computer for word processing, email, and document preparation.
• May require extended periods of sitting.

Work Environment

• Normal office working conditions with a quiet noise level.
• Hybrid role with flexible work options, requiring some in-person presence.

What CRH Offers You

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• An inclusive culture that values opportunity for growth, development, and internal promotion

About CRH

CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of a large international organization.

CRH Americas Materials Inc. is an Aff…

EOE/Vet/Disability

CRH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

AI tools may be used in certain stages of the employment lifecycle, such as candidate review; however, all final employment decisions will be made by a person.