HR Contact Center Representative -REMOTE/HYBRID Franklin, Tennessee, United States About the Job 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 Or refer someone
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