HR Representative - Contact Center

About The Company

Ryder is a prominent logistics and transportation firm dedicated to providing innovative solutions that advance the success of its clients. With a steadfast commitment to safety, efficiency, and customer satisfaction, Ryder stands as a trusted partner within the logistics sector. The organization values its workforce, encouraging a culture centered on respect, collaboration, and ongoing development. Employees have access to a dynamic workspace where they can hone their skills, contribute significantly to company objectives, and cultivate fulfilling careers. Renowned for its dedication to diversity and inclusion, Ryder offers equal employment opportunities and embraces a culture that appreciates diverse perspectives and backgrounds.

Role Overview

The HR Contact Center Representative operates remotely as the initial point of contact for employee HR-related questions and issues. Responsibilities include managing inbound communications via calls and chats to accurately evaluate employee needs, deliver appropriate solutions, and escalate complex cases to specialized teams when necessary. The role involves leveraging contact center protocols, policy guidelines, and knowledge management platforms such as ServiceNow to efficiently document and resolve employee inquiries. Proactive involvement in keeping the online knowledge base current, recognizing frequent problems, and recommending process enhancements to improve service quality is also expected. Ideal candidates will possess excellent communication abilities, strong organization skills, and a customer-focused attitude to facilitate a positive employee experience.

Primary Responsibilities

• Act as the main liaison for employee support through inbound calls and chats, delivering prompt and accurate assistance.
• Employ contact center guidelines and knowledge resources to address and resolve employee concerns.
• Record all interactions and solutions within the case management system with thoroughness and precision.
• Refer complicated or specialized questions to Functional Specialists for advanced help.
• Alert colleagues about necessary updates to the knowledge base to ensure information accuracy and ease of access.
• Detect recurring employee issues and partner with supervisors to suggest improvements in procedures, processes, or training.
• Support continual enhancement of contact center operations by proposing process refinements and technical innovations.
• Engage in special projects and other assignments as delegated by management.
• Maintain professionalism and promote a collaborative, positive atmosphere among team members.

Candidate Qualifications

• High School Diploma or GED mandatory.
• Associate's Degree or equivalent in Human Resources or related discipline is preferred.
• At least one year of experience with case management software such as ServiceNow or Salesforce is preferred.
• A minimum of one year working in HR, a call center, or a related environment is desirable.
• Exceptional verbal and written communication skills are essential.
• Ability to tailor communication style to various customer groups is required.
• Strong listening capabilities combined with effective problem-solving aptitude.
• Self-driven, detail-conscious, and highly organized individuals will excel in this position.

Compensation and Benefits

• Competitive hourly pay ranging from $18 to $20.
• Comprehensive health and welfare benefits including medical, dental, vision, and prescriptions.
• Options for life insurance and disability coverage.
• Paid time off covering vacation, illness, bereavement, and family or parental leave.
• 401(k) plan with tax advantages for retirement savings.
• Potential for professional growth supported by an encouraging organizational culture.

Equal Employment Opportunity

Ryder is committed to fair hiring practices and a drug-free workplace. The company fosters an inclusive environment where all qualified individuals receive equitable consideration regardless of race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, or other protected factors. Diversity is promoted at every organizational level.