Ryder System HR Contact Center Representative I in Franklin, Tennessee
If you are a current employee at Ryder (not a Contractor or temporary employee through a staffing agency), please click here (http://wd5.myworkday.com/ryder/d/task/1422$3.htmld) to log in to Workday to apply using the internal application process. To learn how to apply for a position using the Career worklet, please review this quick reference guide (https://rydersystems.service-now.com/sys_attachment.do?sys_id=a39f83621bd99050632a4223cd4bcb91) .
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The HR Contact Center Representative is the primary point of contact to help triage and resolve employee inquiries and concerns. This position requires daily contact through inbound calls, and chats to determine the exact nature of an employee's concerns. Contact Center Representative may escalate questions and / or concerns to Functional Specialists if unable to resolve. Other daily tasks include generation of solutions for online knowledge base. In addition to technical experience, the Contact Center Representative must have good communication, interpersonal, and organizational skills, and be self-motivated, detail-oriented and well organized.
Bilingual is a plus
Hours: M-F 10:30am-7:00pm CST
Hybrid Schedule: Work from Home & Offi
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
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
Job Category: HR Compliance
Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
Requisition ID: R28177
Job Type: Full time
Ryder operates behind the scenes, managing critical fleet, transportation and supply chain functions for over 50,000 customers, many of which make the products that consumers use every day. When you choose Ryder, you get access to industry-leading technology, one of North America’s largest fleet of trucks, an expansive infrastructure of maintenance facilities and warehouses, and some of the most talented people in the industry.