HR Contact Center Representative -REMOTE/HYBRID 48

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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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

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When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

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With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

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Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...