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Customer Service Representative

2 months ago

Cary, North Carolina, United States ABB Full time
HR Contact Center Associate (Spanish Speaking Preferred)

At ABB, we are committed to tackling global challenges. Our core values of care, courage, curiosity, and collaboration, along with a strong emphasis on diversity, inclusion, and equal opportunities, drive our mission to empower individuals to create sustainable solutions. Become a part of ABB's impactful journey.

This position reports to

Contact Center Manager

Your role and responsibilities

As an HR Contact Center Associate, you will be an integral member of the Functional Services, HR Operations team. Your primary responsibilities will include managing service processes related to the Employee Life Cycle and providing exceptional customer service to our employees. You will collaborate closely with internal HR teams, addressing inbound and outbound inquiries, managing escalated issues, and providing timely responses to questions related to benefits, payroll, and general HR matters. This role requires a hybrid work schedule from the designated office.

Your key responsibilities will include:
  • Delivering outstanding customer service via phone from 8:30 AM to 5:00 PM EST, Monday through Friday, ensuring prompt and professional responses to inquiries, particularly in Benefits and Payroll.
  • Offering guidance on policies and procedures, payroll, compensation, benefits, performance management, and employment verification through various communication channels.
  • Collaborating with Talent Acquisition, Compensation, Benefits, Payroll, Mobility, and Employee Life Cycle teams.
  • Maintaining an organized workflow by effectively monitoring and following up on all assigned tasks, ensuring resolution and closure with clients.
  • Preference for candidates who are bilingual in Spanish to assist with inquiries, although this is not a mandatory requirement.
Qualifications for the role
  • An associate degree with two years of customer service or case management experience, or an equivalent combination of education and experience.
  • A minimum of 1-3 years of experience in Payroll and Benefits.
  • A minimum of 1-3 years of experience in HR.
  • Fluency in English; bilingualism is advantageous.
  • Experience with HCM systems is required, with SAP and/or Workday, Service-Now knowledge preferred.
  • Candidates must possess valid work authorization to be employed by ABB.
More about us

In ABB HR, our mission is to distinguish ABB through our people, focusing on leadership, performance, talent management, rewards, and career development. We strive to be an employer of choice, delivering exceptional experiences throughout the employee lifecycle. We value diversity and welcome individuals from various backgrounds. We look forward to your application and encourage you to explore our website to learn more about the impact of our solutions globally. ABB is an Equal Employment Opportunity and Affirmative Action Employer, promoting diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or veteran status.