Job Description Summary

This position reports to the Customer Interaction Center (CIC) Team Lead and receives and responds to inbound inquiries and communications from internal BD customers regarding matters in the Americas and helps process routing activities in the human capital management system to ensure efficient and effective delivery of services supporting the Americas.

Job Description

Key Responsibilities

• Process inbound Tier 1 Associate Service Center (ASC) Support interactions from customers via both phone and email to include general inquiries, feedback or notification of incidents using call scripts and knowledge base to provide appropriate responses
• Use computerized system for tracking, information gathering, and/or troubleshooting
• Respond to  inquiries and resolve problems of basic to moderate complexity
• Document issues and identify appropriate actions to resolve inquiries regarding processes managed by the Americas ASC
• Actively redirect customers to self-service options as appropriate, teaching them how to be self-sufficient in use of direct access tools and the knowledge management portal
• Perform proactive outbound follow-up communications, as necessary
• Execute tasks in accordance with standard operating procedures, including data-entry transactions in Workday or other systems
• Build customer relationships throughout the operations supported by the Americas ASC

Educational Qualifications & Previous Experience

• High School Diploma or equivalent; Associate’s Degree or related specialized courses preferred
• 1 to 2 years related experience in a Customer Service or Shared Services environment; Human Resources contact center experience desirable

Knowledge, Skills & Abilities

• Basic computer proficiency and experience with Microsoft Office suite (Word and Excel)
• Demonstrated customer service orientation
• Experience using a case management system and knowledge portal and navigating a Human Resource Information System
• Ability to resolve routine problems and questions independently  
• Ability to pay close attention to details and use time effectively                                                   
• Excellent oral and written communication skills with the ability to independently compose routine written communications
• Ability to work in a fast paced team environment
• Multi-tasking capabilities to manage several caseloads

Applicable Operational Languages

• Proficiency in English and Portuguese is required

Primary Work Location

USA TX - San Antonio

Additional Locations

Work Shift