HR Contact Center Representitive I - REMOTE

Ryder Supply Chain Solutions; San Francisco (CA); Remote; USD 25,000 - 28,000; Full time

Benefits offered by this job

Health insurance

401(k) retirement plan

Paid time off

Life insurance

Dental & Vision

Job summary

Ryder System, Inc. in San Francisco, CA is seeking a Contact Center Representative to triage and resolve employee inquiries. The role requires daily inbound calls and chats to determine concerns, with escalation to Functional Specialists as needed.

You will document interactions in ServiceNow, help improve knowledge bases, and contribute to process improvements. This full-time hourly position offers benefits and a structured workday.

Qualifications

• HS Diploma/GED, Required
• Associate's Degree in HR or related field, 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

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.

Skills

Communication skills (verbal & written

Interpersonal skills

Organizational skills

Detail-oriented

Education

HS Diploma/GED

Associate's Degree in HR or related field (preferred)

Job description

Work Hours

10:30am CST-7pm CST M-F

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. 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.

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, 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

Travel: No

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

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.

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.