OpportunityFirst 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.Contact Center AssociateLocation: Juarez, Actual León, Posición hibridaOpportunityFirst 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.Key ResponsibilitiesCustomer 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 escalation based on defined rules.Confidentiality: Strong data privacy, authentication, and information-sharing discipline.Qualifications And ExperienceEducationGraduate/Bachelor's degree in Human Resources, Business Administration, Business Operations, or a related field preferred.Experience2-4 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 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

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