**Contact Center Associate**
**Location**: Juarez, Nuevo León, Posición hibrida
**Opportunity**
- The associate resolves standard inquiries using approved knowledge articles, SOPs, FAQs, and job aids, while ensuring accurate case documentation, appropriate routing, data privacy, and a positive associate experience.
**Key Responsibilities**
- Customer Service: Empathy, patience, active listening, call handling, de-escalation, ownership, and professional communication.
- HR Process Awareness: Basic understanding of H2R processes, policies, and HR Shared Services ways of working.
- Contact Center Operations: Experience with queue management, multi-channel support, call documentation, call control, and service level expectations.
- Case Management: Ability to document, categorize, route, and close cases accurately.
- Triage & Escalation: Sound judgment to resolve, redirect, route, or escalate based on defined rules.
- Confidentiality: Strong data privacy, authentication, and information-sharing discipline.
**Qualifications and Experience**
**Education**
- Graduate/Bachelor's degree in Human Resources, Business Administration, Business Operations, or a related field preferred.
**Experience**
- 2-4 years of experience in a contact center, HR Shared Services, employee support, customer service, or service desk environment preferred.
- Ability to manage call flow, active listening, probing questions, de-escalation, and clear closure of associate inquiries.
- Experience working with Avaya/other telephony tool, ServiceNow, Workday, myHR, Service Now (SNOW)



or another HR case management / ticketing platform preferred.
- Experience operating in an SLA-driven environment with quality, documentation, and compliance expectations preferred.
- Experience supporting integral or multi-region employees preferred.
**Language Requirements**
**Technical / Functional Knowledge**
- Basic understanding of Hire-to-Retire processes and HR Shared Services operating models.
- Ability to navigate SOPs, FAQs, policy documents, knowledge articles, and process maps.
- Comfortable using Microsoft 365 tools and HR service management platforms.
- Knowledge of HR systems such as Workday, HCM and Service Now (SNOW) is preferred.
- Awareness of data privacy, authentication, audit, and information security expectations.
**Success Profile**
- A successful H2R Contact Centre Associate is customer-focused, calm under pressure, detail-oriented, and disciplined in following the support model. They balance empathy with process adherence, use knowledge effectively, ensuring compliance, and help Kohler associates receive an exceptional experience.
**Why Choose Kohler?**
- We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With more than 30,000 bold leaders across the globe, we’re driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.
**About Us

📌 Contact Center Associate (Ciudad Juárez)
🏢 Kohler
📍 Ciudad Juárez