Location: Juarez, Nuevo León, Posición hibrida
First point of contact for associates and managers seeking Hire-to-Retire support. The role provides accurate, timely, and professional Tier 1 support through ServiceNow/myHR, phone, email, chat, and approved digital channels.
The associate resolves standard inquiries using approved knowledge articles, SOPs, FAQs, and job aids, while ensuring accurate case documentation, appropriate routing, data privacy, and a positive associate experience.
Customer Service: Empathy, patience, active listening, call handling, de-escalation, ownership, and professional communication.
HR Process Awareness: Basic understanding of H2R processes, policies, and HR Shared Services ways of working.
Contact Center Operations: Experience with queue management, multi-channel support, call documentation, call control, and service level expectations.
Case Management: Ability to document, categorize, route, and close cases accurately.
Triage & Escalation: Sound judgment to resolve, redirect, route, or escalate based on defined rules.
Confidentiality: Strong data privacy, authentication, and information-sharing discipline.
Graduate/Bachelor's degree in Human Resources, Business Administration, Business Operations, or a related field preferred.
2-4 years of experience in a contact center, HR Shared Services, employee support, customer service, or service desk environment preferred.
Prior experience handling high-volume employee or customer interactions through phone, chat, email, or ticketing channels preferred.
Ability to manage call flow, active listening, probing questions, de-escalation, and clear closure of associate inquiries.
Experience working with Avaya/other telephony tool, ServiceNow, Workday, myHR, Service Now (SNOW) or another HR case management / ticketing platform preferred.
Experience operating in an SLA-driven environment with quality, documentation, and compliance expectations preferred.
Experience supporting global or multi-region employees preferred.
Candidate should be able to speak and understand English
Basic understanding of Hire-to-Retire processes and HR Shared Services operating models.
Ability to navigate SOPs, FAQs, policy documents, knowledge articles, and process maps.
Comfortable using Microsoft 365 tools and HR service management platforms.
Knowledge of HR systems such as Workday, HCM and Service Now (SNOW) is preferred.
Awareness of data privacy, authentication, audit, and information security expectations.
A successful H2R Contact Centre Associate is customer-focused, calm under pressure, detail-oriented, and disciplined in following the support model. They balance empathy with process adherence, use knowledge effectively, ensuring compliance, and help Kohler associates receive an exceptional experience.
Why Choose Kohler?
We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With more than 30,000 bold leaders across the globe, we’re driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.
It is Kohler’s policy to recruit, hire, and promote qualified applicants without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or status as a protected veteran. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact kohlerjobs@kohler.com. Kohler Co. is an equal opportunity/affirmative action employer.
We’re a community of creators. Status quo busters. Difference makers.
For more than 150 years, we’ve built our business on a singular mission—helping people live gracious, healthy, and sustainable lives. Thanks to the passion, craftsmanship, and ingenuity of our associates around the world, our business has expanded across the globe with a diverse portfolio of brands.
Today, we’re one of America’s oldest and largest privately held companies. We manufacture smart kitchen & bath products and host world-class hospitality experiences.
At 30,000 strong, we’re the driving force behind so much meaningful progress as we strive to #BecomeMoreAtKohler—individually and together.
We’re unafraid of bold action and inspired to design better tomorrows. Here’s to the next 150 years.
Learn more about Kohler's hiring practices to help you avoid recruitment fraud: https://www.kohlercompany.com/careers/how-we-hire/recruitment-fraud/
