Overview In this role you deliver high-quality customer care in a busy ERC call center, assisting employees and managers via phone, email, and other channels. You log and track inquiries using case management tools, apply problem-solving, and navigate HR systems to provide first-contact resolution. You'll triage, escalate when needed, and communicate outcomes clearly while maintaining confidentiality and prioritizing multiple requests. This role supports our People First culture by efficiently handling HRIS transactions and self-service guidance. You'll work cross-functionally to ensure a positive employee experience and reliable service.
Compensation / Benefits- Total Rewards benefits package
- equal employment opportunities
- disciplined focus on associate development
- two-way communication
- belonging culture
Responsibilities- Handle high-volume inquiries from employees and managers via phone, email, and other access channels
- Resolve majority of inquiries at first contact using problem-solving and available resources
- Log cases accurately in the case management system
- Triage and escalate cases based on subject matter and required expertise
- Communicate resolutions clearly to stakeholders and maintain timely follow-up
- Acquire and maintain knowledge of HR systems, procedures, and self-service tools
Key requirements- Experience in customer-facing and/or call center roles (1-2 years)
- Strong interpersonal and communication skills
- Ability to work independently with minimal supervision
- Ability to maintain confidentiality and manage competing priorities
- Proficiency with Windows-based systems; familiarity with HRIS tools
- Preferred experience with Workday and ServiceNow
- Ability to work assigned shift
- HR experience preferred
- Strong interpersonal and communication skills
- Independent worker with minimal supervision
- Confidentiality awareness
- Windows-based computer systems
- Workday (preferred)
- ServiceNow (preferred)
