HR Contact Center Representative -REMOTE/HYBRID

PerunHR; Franklin (TN); Hybrid; USD 40,000 - 55,000; Full time

Job summary

A leading HR service provider is seeking an HR Contact Center Representative to manage employee inquiries and issues in a hybrid work environment. The ideal candidate will have strong communication skills and experience in HR or a related field, including knowledge of case management systems like ServiceNow. The role requires effective listening and the ability to adapt communication styles, ensuring a positive experience for all employees.

Qualifications

• One year or more experience in HR, Call Center, or related field preferred.
• Experience with case management system(s) is preferred.

Responsibilities

• Resolve employee inquiries and issues utilizing contact center procedures.
• Document all inquiries in the contact center case management application.
• Identify unusual calling events and suggest improvements.

Skills

Exceptional communication skills

Attention to customer concerns

Ability to adapt communication style

Effective listening

Education

High School diploma or equivalent

Associates degree or equivalent in HR or related field preferred

Tools

ServiceNow

Salesforce

Job description

HR Contact Center Representative -REMOTE/HYBRID

About the job HR Contact Center Representative -REMOTE/HYBRID

REQUIREMENTS

• High School diploma or equivalent
• Associates degree or equivalent level of Bachelor education in HR or related field preferred
• One (1) year or more experience in HR, Call Center, or related field preferred
• One (1) year or more experience Case management system(s) (e.g., ServiceNow; Salesforce, etc.) preferred
• Presents ideas and information to customers in a clear, concise manner, exhibiting exceptional communication skills (written and verbal)
• Adapts communication style to different customer groups
• Demonstrates attention to and actively strives for understanding of customers’ concerns and opinions
• Illustrates ability to listen effectively to customer concerns and issues in order to provide applicable solutions
• Creates an environment that encourages sharing of information within the team, by fostering open dialogue with team members

RESPONSIBILITIES

• 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