Opportunity

First point of contact for associates and managers seeking Hire-to-Retire support. The role provides accurate, timely, and professional Tier 1 support through ServiceNow/myHR, phone, email, chat, and approved digital channels.

Location:Juarez, Actual León, Posición hibrida

Opportunity

First point of contact for associates and managers seeking Hire-to-Retire support. The role provides accurate, timely, and professional Tier 1 support through ServiceNow/myHR, phone, email, chat, and approved digital channels. 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 escalat...
- 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.
- Prior experience handling high-volume employee or customer interactions through phone, chat, email, or ticketing channels preferred.
- Ability to manage call flow, active listening, probing questions, de-escalation, and clear closure of associate inquirie

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