HR Contact Center Representitive I - REMOTE

Ryder System, Inc.; Oregon; Hybrid; USD 42,000 - 52,000; Full time

Job summary

Ryder System, Inc. is seeking a Contact Center Representative to triage and resolve employee inquiries. This role requires daily inbound calls and chats to determine the exact nature of concerns, with escalation to Functional Specialists when necessary.

Strong communication and organizational skills are essential. Responsibilities include updating the knowledge base, documenting interactions in the case management system, and contributing to process improvements.

Qualifications

• Good communication and interpersonal skills.
• Strong organizational and detail-oriented mindset.
• Self-motivated with the ability to work independently.

Responsibilities

• Resolve employee inquiries using contact center procedures, policy manuals, knowledge management system and other reference materials.
• Document inquiries 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
• Performs other duties as assigned.

Skills

Communication skills

Interpersonal skills

Organizational skills

Detail-oriented

Self-motivated

Tools

ServiceNow

Job description

Job Seekers can review the Job Applicant Privacy Policy by clicking here.Job Description :WORK HOURS: 10:30am CST-7pm CST M-FSummaryPrimary 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 escalat e questions and / or concerns to Functional Specialists if unable to resolve. Other daily tasks include generation of solutions for online knowledge base. In addition to technical experience, the Contact Center Representative must have good communication, interpersonal, and organizational skills, and be self-motivated, detail-oriented and well organized.

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.