Note: The job is a remote job and is open to candidates in USA. Ryder System, Inc. is seeking an HR Contact Center Representative I to serve as the primary point of contact for employee inquiries and concerns. This role involves resolving issues through inbound calls and chats, documenting inquiries, and suggesting improvements to processes and procedures.
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
- Performs other duties as assigned
Skills
- Strong verbal and written communication skills 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
- H.S. Diploma/GED
- Associate's Degree in Associate's degree or equivalent level of Bachelor's education in HR or related field
- 1 year or more in Case management system(s) (e.g., ServiceNow; Salesforce, etc.)
- 1 year or more in HR, Call Center, or related field
Benefits
- Comprehensive health and welfare benefits
- Medical
- Prescription
- Dental
- Vision
- Life insurance
- Disability insurance options
- Paid time off for vacation
- Illness
- Bereavement
- Family and parental leave
- Tax-advantaged 401(k) retirement savings plan
Company Overview
We perfect the supply chains people depend on. It was founded in 1933, and is headquartered in Miami, Florida, USA, with a workforce of 10001+ employees. Its website is http://ryder.com/en.
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