Overview

　　ABM is hiring an HR Call Center Representative for our Sugar Land, TX office! This role serves as the first point of contact for all employees, managers, and external stakeholders and provides support for HR-related inquiries in the Shared Services Center. This team member is required to provide exceptional customer service and accurate information regarding HR policies, processes, and procedures while documenting all interactions with ABM team members at all levels.

　　This is a Hybrid Role! (Combination of in-office & remote-based work days based on business needs)

　　Essential Functions:

　　Manage a high volume of incoming phone calls while providing excellent customer service and support.

　　Provide team members with accurate, consistent, and timely responses regarding HR-related inquiries on policies, processes, and procedures, with the goal of solving the question or issue at the first initial contact.

　　Handle customer complaints by providing appropriate solutions and alternatives.

　　Properly document each interaction, preserving accurate case data and updating in a timely manner according to service level agreement for precise reporting of metrics / KPIs.

　　Follow communication procedures, guidelines, and policies.

　　Meet personal and team quality assurance targets.

　　Develops and maintains a trusted relationship with all stakeholders all through the process, i.e., other TA leaders, hiring managers, and human resources by consistently collaborating as often as needed.

　　Maintain a high level of accountability with the delivery and execution of communication to all stakeholders.

　　Provide insights and recommendations on HR strategies and best practices that contribute to the overall achievement of our vision: Deliver a world-class customer experience to the following stakeholders: candidates, team members, and HR business partners.

　　Maintain 100% compliance in accordance with pertinent HR laws.

　　Sustain a proficiency level with prioritizing responsibilities and maintaining a workload as assigned.

　　Qualifications – Education & Experience:

　　2 years of high-volume administrative experience.

　　1 year of proven customer care experience.

　　High School diploma required. Some college preferred.

　　Excellent verbal / written communication skills.

　　Proficiency in Microsoft Office 365 is required; including Outlook, Word, and Excel

　　Bilingual Spanish/English preferred

　　Ability to maintain a high level of confidentiality.

　　Proficiency with call management applications and ability to navigate multiple systems while on a call.

　　Qualifications – Other Skills, Abilities & Knowledge:

　　Attention to detail with exceptional organizational and time management skills

　　Excellent interpersonal and verbal and written communication skills

　　Coordinators must be flexible to work any schedule within a 40-hour work week, between the hours of 6am – 10pm Monday to Friday and 9am – 4pm on Saturday & Sunday.

　　Working Environment and Travel Requirements:

　　Open office environment

　　Workways: Hybrid. 3 days in the office each week. This Workway is subject to change based on the needs of the business.

　　Minimal travel expectations

　　Benefit Information:

　　ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM 2023 Employee Benefits | Staff & Management (https://www.abm.com/wp-content/uploads/2023/08/2023-Recruiting-Flyer-Staff-Mgmt-7.28.23.pdf)

　　REQNUMBER: 74015

　　All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.