Contact Center Associate

Contact Center Associate

Location:Juarez Nuevo 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 escalate based on defined rules.
Confidentiality: Strong data privacy authentication and information-sharing discipline.

Qualifications and Experience

Education
Graduate/Bachelors 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 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 global or multi-region employees preferred.

Language Requirements
Candidate should be able to speak and understand English

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 30000 bold leaders across the globe were driving meaningful change in our mission to help people live gracious healthy and sustainable lives.

About Us
It is Kohlers policy to recruit hire and promote qualified applicants without regard to race creed religion age sex sexual orientation gender identity or expression marital status national origin disability or status as a protected veteran. If as an individual with a disability you need reasonable accommodation during the recruitment process please contact . Kohler Co. is an equal opportunity/affirmative action employer.

Required Experience:

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