Human Resources Contact Center Coordinator

Kwik Trip, Inc.; La Crosse (WI); On-site; USD 42,000 - 56,000; Full time

Job summary

Kwik Trip, Inc. is seeking a Full Time Talent Operations Contact Center Coordinator in La Crosse, WI. The role handles TO-related inquiries from coworkers and job applicants, providing high-quality support and guiding them through leave requests, time off, and data updates within TO systems.

You will log interactions, resolve standard questions, and escalate complex issues to the TO Call Center Supervisor. Strong communication, empathy, and typing speed are essential for success.

Qualifications

• Associatе degree in Human Resources, Business Management or related field preferred.
• Strong interpersonal and written/oral communication abilities.
• Experience in customer service, help desk or call/contact center is preferred.
• Ability to type 50+ words per minute with accuracy.

Responsibilities

• Serve as primary contact for internal and external customers in a call center environment.
• Respond to TO-related questions accurately and promptly.
• Guide employees through Talent Operations processes (leave, time off, personal data).
• Escalate complex TO matters to supervisors or specialists.
• Log details of customer interactions in case management software.
• De-escalate dissatisfied coworkers or applicants with calm, patient support.
• Contribute to Knowledge Management to maintain accurate articles for coworkers and leaders.
• Perform various Talent Operations activities as needed.

Skills

Interpersonal skills

Active listening

Patience & empathy

Adaptability

Telephone etiquette

Professional phone presence

Customer service experience

Communication skills

Typing 50+ wpm

Education

Associate degree in HR/Business

Job description

Full Time Talent Operations Contact Center Coordinator - La Crosse, WI:

We are looking for a fun, friendly, and highly motivated individual to join our TO Contact Center. The TO Contact Center plays a crucial role in our TO Service delivery strategy. We are the first point of contact for coworkers, leaders, applicants, and others who need service and services provided by our Talent Operations department.

The TO Contact Center Coordinator, is responsible for ensuring our customers’ TO needs are taken care of. We provide high-quality customer service and support to employees and potential job candidates within a high-paced TO Contact Center. We handle a variety of questions, concerns, and requests. related to benefits, payroll, policy clarification, hiring and onboarding new hires, employee relations concerns and other TO topics. In addition, the Contact Center Coordinator performs first-level troubleshooting of TTTT (Talent Technology) systems.

• Serve as the primary customer contact for internal and external customers in a call/contact center environment utilizing knowledge base and case management tools to assist customers in completing their talent operations needs, in accordance with service center
• Respond to a wide range of TO-related questions accurately and promptly.
• Guide employees through TO processes, such as leave requests, time off, and updating personal information in TO systems.
• Escalate complex or sensitive TO matters to the TO Call Center Supervisor or designated TO specialists for further assistance and resolution.
• Accurately log details of customer interactions in our case management software.
• De-escalate situations involving dissatisfied coworkers, applicants, or guests by offering patient assistance and support
• Participate in the Knowledge Management process to ensure the team has the knowledge and information needed to be successful, and that the coworker-facing Knowledge Base Articles in the KT Service Portal contains accurate information for our coworkers and leaders
• Various TO activities as needed.

Qualifications:

• Exceptional interpersonal and rapport building skills.
• Great active listening skills - Patiently listen to caller, clearly understand the reason behind their call, and take ownership and address the reason for the call
• Patience and empathy
• Adaptability and flexibility
• Kwik Trip Mission and Values
• Excellent telephone etiquette and ability to deal effectively with customers, internal and external, peers and management.
• Ability to project a professional image over the telephone
• Associate degree in Human Resources, Business Management, or related field preferred
• 1 year experience in Customer Service, Technical Support, or Business Management, or Call/Contact Center is preferred
• Excellent oral and written communication skills
• Skill in typing 50+ wpm

Work Schedule:

Monday through Friday, daytime hours (HR Hours: Between 7:00 am and 5:00pm)