About the role

HR contact center representative resolving employee inquiries for Ryder’s transportation and logistics business. Handling calls, chats, case documentation, escalations, and knowledge-base updates remotely.

Responsibilities

Serve as the primary point of contact for triaging and resolving employee inquiries and concerns
Handle daily inbound calls and chats to determine employee needs
Resolve inquiries using contact center procedures, policy manuals, knowledge management systems, and reference materials
Document inquiries and issues in the contact center case management application, such as ServiceNow
Escalate inquiries to Functional Specialists when in-depth functional knowledge is required
Notify appropriate team members when knowledge-base updates are needed
Identify unusual calling events and recurring employee issues
Work with the Contact Center Supervisor or Operations Manager to suggest process, procedure, and training improvements
Suggest methods to update, simplify, or enhance processes, procedures, and technologies
Participate in special projects as needed
Perform other duties as assigned

Bilingual Spanish preferred
10:30 AM–7:00 PM CST work hours
High school diploma/GED required
Associate's degree or equivalent level of Bachelor's education in HR or related field preferred
1 year or more in case management systems such as ServiceNow or Salesforce preferred
1 year or more in HR, call center, or related field preferred
Strong verbal and written communication skills
Ability to adapt communication style to different customer groups
Ability to understand customer concerns and opinions
Effective listening skills to provide applicable solutions
Must have valid legal authorization to work in Canada

Annual bonus, commission, and/or long-term incentive plan may be available based on position level/type
Accommodations available on request for candidates with disabilities
Room to grow
Employee voice and involvement in a respectful, collaborative workplace