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 collaborates 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.Navigate through multiple computer applications simultaneously for resolution.Build relationships with HRBPs, GMs, and other CoE partners to resolve HR-related issues.
What you need to succeed:
Some HR experience or relevant education is strongly preferred.Familiarization with a Centralized HR or HR Contact Center environment is preferred. Bachelor’s degree in human resources, Business Administration, or related discipline is strongly preferred. Demonstrates good judgment and maintains confidentiality with the ability to “think on your feet”.Ability to work under tight deadlines and handle multiple priorities.Strong customer service mindset with strong communication skills, attention to detail, and process-oriented solution capabilities.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.Fluent in English communication skills, both verbal and in writing.Fluent in Spanish communication skills, both verbal and in writing preferred.Collaborative and team player.Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.