Human Resources Contact Center Coordinator Job Details | Kwik Trip Inc

Kwik Trip, Inc. is a family-owned convenience store company seeking a Human Resources Contact Center Coordinator to support its Talent Operations Contact Center. The role provides customer service to employees, leaders, applicants, and other stakeholders on HR-related matters, documents interactions, escalates complex issues, maintains knowledge resources, and performs first-level troubleshooting of talent technology systems.

What you'll do:

• Serve as the primary customer contact for internal and external customers in a call/contact center environment utilizing knowledge base and case management tools to assist customers in completing their talent operations needs, in accordance with service center
• Respond to a wide range of TO-related questions accurately and promptly
• Guide employees through TO processes, such as leave requests, time off, and updating personal information in TO systems
• Escalate complex or sensitive TO matters to the TO Call Center Supervisor or designated TO specialists for further assistance and resolution
• Accurately log details of customer interactions in our case management software
• De-escalate situations involving dissatisfied coworkers, applicants, or guests by offering patient assistance and support
• Participate in the Knowledge Management process to ensure the team has the knowledge and information needed to be successful, and that the coworker-facing Knowledge Base Articles in the KT Service Portal contains accurate information for our coworkers and leaders
• Various TO activities as needed

What they're looking for:

• Exceptional interpersonal and rapport building skills
• Great active listening skills – Patiently listen to caller, clearly understand the reason behind their call, and take ownership and address the reason for the call
• Patience and empathy
• Adaptability and flexibility
• Troubleshooting skills
• Computer literacy
• Kwik Trip Mission and Values
• Excellent telephone etiquette and ability to deal effectively with customers, internal and external, peers and management
• Ability to project a professional image over the telephone
• Excellent oral and written communication skills
• Skill in typing 50+ wpm
• Associate degree in Human Resources, Business Management, or related field preferred

Benefits:

• Bonuses ranging from 8-12% of each coworker’s gross annual wage depending on company profitability
• Health insurance
• 401k
• Paid time off
• Career advancement and growth opportunities