HR Contact Center Representative - REMOTE

Ryder System, Inc.; Northern (KY); Hybrid; USD 25,000 - 28,000; Full time

Job summary

Ryder System, Inc. is seeking a bilingual English/Spanish Contact Center Representative to triage and resolve employee inquiries in a fast-paced environment. You will document interactions in ServiceNow, forward complex issues to Functional Specialists, and contribute to the knowledge base.

This role emphasizes clear communication, teamwork, and proactive process improvements within HR. Travel may be preferred.

Qualifications

• HS Diploma or GED required.
• Associate’s degree in HR or related field preferred.
• 1 year+ in case management systems (e.g., ServiceNow; Salesforce) preferred.
• 1 year+ in HR, call center, or related field preferred.
• Travel may be preferred.

Responsibilities

• Triage and resolve employee inquiries using contact center procedures and knowledge bases.
• Document all inquiries in the case management system (e.g., ServiceNow).
• Forward inquiries to Functional Specialists when deeper knowledge is required.
• Notify teams when knowledge base updates are needed.
• Identify frequent issues and suggest process, procedure or training improvements.
• Participate in special projects as needed.

Skills

Communication skills

Bilingual Spanish

Adaptable communication

Customer service

Active listening

Education

HS Diploma/GED

Associate’s Degree in HR or related field

Tools

ServiceNow

Salesforce

Job description

Job Description: Bi-lingual Spanish Preferred 10:30- 7pm CST Work Hours

Role Summary

• Primary point of contact to help triage and resolve employee inquiries and concerns.
• This position requires daily contact through inbound calls, and chats to determine the exact nature of an employee's concerns.
• Contact Center Representative may escape questions and / or concerns to Functional Specialists if unable to resolve.
• Other daily tasks include generation of solutions for online knowledge base.

Essential Functions

• Resolve employee inquiries and issues by utilizing contact center procedures, policy manuals, knowledge management system and other reference materials.
• Document all employee inquiries and issues in the contact center case management application (i.e. ServiceNow).
• Forward employee inquiries to Functional Specialists when specific, in-depth functional knowledge is required.
• Notify the appropriate team member when updates to the knowledgebase are needed.
• Identify unusual calling events or frequent employee issues and work with the Contact Center Supervisor or Operations Manager to suggest process, procedure and/or training improvements.
• Suggest methods to update, simplify, or enhance processes, procedures, and technologies.
• Participate in special projects as needed.

Additional Responsibilities

• Performs other duties as assigned.

Skills and Abilities

• Strong verbal and written communication skills presents ideas and information to customers in a clear, concise manner, exhibiting exceptional communication skills (written and verbal). Required.
• Adapts communication style to different customer groups. Required.
• Demonstrates attention to and actively strives for understanding of customers’ concerns and opinions. Required.
• Illustrates ability to listen effectively to customer concerns and issues in order to provide applicable solutions. Required.
• Creates an environment that encourages sharing of information within the team, by fostering open dialogue with team members. Required.

Qualifications

• H.S. Diploma/GED. Required.
• Associate's Degree in Associate's degree or equivalent level of Bachelor's education in HR or related field. Required.
• Preferred 1 year or more in Case management system(s) (e.g., ServiceNow; Salesforce, etc.).
• Preferred 1 year or more in HR, Call Center, or related field.
• Preferred Travel.
• Job Category HR Compliance.

Our Culture & Commitment

At Ryder, you’re trusted to make an impact—while enjoying room to grow and having a voice that’s heard. Our culture is built on respect, collaboration, and shared pride in doing great work rooted in innovation and safety. Your Voice. Your Success. The Future We Build Together.

Compensation Information

The compensation offered to a candidate may be influenced by a variety of factors, including the candidate’s relevant experience; education, including relevant degrees or certifications; work location; market data/ranges; internal equity; internal salary ranges; etc. The position may also be eligible to receive an annual bonus, commission, and/or long-term incentive plan based on the level and/or type.

• Pay Type: Hourly
• Minimum Pay Range: $18.00
• Maximum Pay Range: $20.00

Benefits Information

• Medical insurance
• Prescription insurance
• Dental insurance
• Vision insurance
• Life insurance and disability insurance options
• Paid time off for vacation, illness, bereavement, family and parental leave
• Tax-advantaged 401(k) retirement savings plan

For all Full-time positions only: Ryder offers comprehensive health and welfare benefits, to include medical, prescription, dental, vision, life insurance and disability insurance options, as well as paid time off for vacation, illness, bereavement, family and parental leave, and a tax-advantaged 401(k) retirement savings plan.

Equal Opportunity Employer

Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Important Note: Some positions require additional screening that may include employment and education verification; motor vehicle records check and a road test; and/or badging or background requirements of the customer to which you are assigned.

Security Notice for Applicants

Ryder will only communicate with an applicant directly from a [@ryder.com] email address and will never conduct an interview online through a chat type forum, messaging app (such as WhatsApp or Telegram), or via an online questionnaire. During an interview, Ryder will never ask for any form of payment or banking details and will never solicit personal information outside of the formal submitted application through www.ryder.com/careers. Should you have any questions regarding the application process or to verify the legitimacy of an interview or Ryder representative, please contact Ryder at [e-mail] or 800-793-3754.

Ryder operates behind the scenes, managing critical fleet, transportation and supply chain functions for over 50,000 customers, many of which make the products that consumers use every day. When you choose Ryder, you get access to industry-leading technology, one of North America’s largest fleet of trucks, an expansive infrastructure of maintenance facilities and warehouses, and some of the most talented people in the industry.

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