Job Description

REQUIREMENTS:

• High School diploma or equivalent

• Associates degree or equivalent level of Bachelor education in HR or related field preferred

• One (1) year or more experience in HR, Call Center, or related field preferred

• One (1) year or more experience Case management system(s) (e.g., ServiceNow; Salesforce, etc.) preferred

• 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

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

• Perform other duties as assigned