The opportunity:
The Employee Contact Center team plays a key role in the planning, implementation, and support of key people programs and processes. Our Centralized HR team provides accurate, consistent, and timely responses to people service inquiries from various contact channels including phone, email, web, case, and chat. The Employee Contact Center primarily exists to connect Smurfit-Westrock team members, family members of Smurfit-Westrock team members, alumni, managers, human resources, and vendors providing people services with content and data through intuitive direct service, responding to inquiries, and supporting people to ensure seamless experience and resolution. The Employee Contact Center team supports Smurfit-Westrock’s people services in the United States with support in two languages (English and Spanish).
Our HR Coordinator at the Employee Contact Center works as a collaborative team to provide a full spectrum of people services focused on delivering excellence with care.
How you will impact Smurfit-Westrock:
• Handle incoming inquiries, identify, and document issues, and provide the necessary HR support.
• Escalate complex issues that require further review for research and resolution.
• Provide exceptional customer care and ensure resolution of issues.
• Contribute to continuously improving the people services in quality, efficiency, and care.
What you need to succeed:
• HR experience or relevant education is strongly preferred.
• Familiarization with a Centralized HR or Contact Center environment is preferred.
• Bachelor’s degree in human resources, Business Administration, or related discipline is strongly preferred.
• Fluent in English communication skills, both verbal and in writing.
• Fluent in Spanish communication skills, both verbal and in writing preferred.
• Strong customer service mindset with strong communication skills, attention to detail, and process-oriented solution capabilities.
• Collaborative and team player.
• Demonstrates good judgment and maintains confidentiality.
• Ability to work under tight deadlines and handle multiple priorities.
• Advanced computer skills to include the use of computer programs such as Microsoft Office (Outlook, Word, Excel, PowerPoint), phone, Chatbots, case management software; other HR systems experience, preferred.
• Ability to navigate through multiple computer applications simultaneously during a call.
What we offer:
• Corporate culture based on integrity, respect, accountability, and excellence.
• Comprehensive training with numerous learning and development opportunities.
• An attractive salary reflecting skills, competencies, and potential.