HR Services Contact Center Associate

The Resume Database; Atlanta (GA); On-site; USD 35,000 - 45,000; Full time

Job summary

The Resume Database is seeking a Contact Center Associate in Atlanta, Georgia, to provide quality customer service through inbound and outbound calls regarding HR and pay issues. You will work collaboratively in Home Depot's HR Service Center, handling calls and ensuring timely resolution of inquiries.

The ideal candidate will have strong interpersonal skills, a high school diploma or GED, and the ability to work in a fast-paced environment. No direct supervisory responsibilities required.

Qualifications

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• History of punctuality and good attendance.

Responsibilities

• Handle incoming calls and identify/document issues.
• Process transaction requests via call, mail, fax, or email.
• Provide exceptional customer service.

Skills

Exceptional customer service

Excellent interpersonal skills

Bilingual Spanish

Probing questions ability

Strong typing skills

Education

High school diploma or GED

Associate Degree or some college education

Job description

The Contact Center Associate works as part of a team in Home Depot’s HR Service Center which provides quality customer service to Home Depot associates and managers through inbound or outbound calls, faxes or emails. Calls are related to pay and HR issues and ensuring the caller’s needs are met in a timely manner. The contact center associate:

• Handles incoming calls, identifies and documents issues, processes the necessary transaction or escalates the issue to Tier II for further research and resolution
• Supports organization changes through high volume transactional support as needed
• Processes transaction requests received via call, mail, fax or email
• Provides exceptional customer service

Key Responsibilities

• 90% Handling inbound calls, identifying transaction processing needs, processing transactions and escalating issues as required.
• 10% Special projects as assigned

Direct Manager/Direct Reports

• Reports to Contact Center Supervisor
• No direct responsibility for supervising others.

Travel Requirements

• Typically requires overnight travel less than 10% of the time.

Physical Requirements

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications

• Associate Degree, some college education or HR experience in a shared services environment
• Interested in sharing knowledge
• Excellent interpersonal skills
• Patience, teamwork, self-motivated, upbeat and a great attitude; desire to always create a positive outcome; confident.
• Adaptable and flexible
• History of punctuality and good attendance.
• Ability to use probing questions to get to the root of a problem
• Excellent interpersonal skills
• Bilingual Spanish is a plus but not required
• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education

• No additional education
• 1

Preferred Years Of Work Experience

• No additional years of experience
• None

Preferred Leadership Experience

• None

Certifications

• None
• Basic computer and phone knowledge (including experience with DOS applications)
• Exceptional customer service and phone skills and proven ability to perform in an unpredictable, fast-paced environment.
• Ability to navigate through multiple computer applications simultaneously during a call
• Careful attention to detail
• Exhibits ownership and empowerment
• Good written and verbal communication skills
• Strong typing skills