Contact Center Specialist (Onsite) Jobs in Charlotte, NC at Raytheon Technologies

Title: Contact Center Specialist (Onsite)

Company: Raytheon Technologies

Location: Charlotte, NC

Raytheon Technologies serves customers in the commercial aerospace and defense industries. We combine complementary technology offerings and world-class engineering teams to deliver innovative solutions. Together, we form an unrivaled company. With a unique vantage point across the full spectrum of aviation, space and defense, we help our customers move the world in bold, new ways. We are advancing aviation, building smarter defense systems and creating innovations to take us deeper into space. That is the future of aerospace and defense.

The following position is to join our Corporate or Research Center Team:The goal ofGlobal People Services, Americais to deliver an exceptional experience to employees and provide strategic service support to HR who will enable the business to achieve it’s mission. Our guiding principles are to Enhance the Employee Experience, Optimize our Service Delivery, Simply out Processes, and Invest in our People.

Your role in theService Centeris to support our internal and external customers, which include but are not limited to employees, managers, leaders, and vendor/suppliers.

Support inbound inquiries through all channels (phone, chats, portal, and emails), utilizing a Case Management Tool (ServiceNow) to intake and track requests.

Work under direct supervision on assigned workload.

Respond to internal (Employees, Manager, Leaders, and HR Centers of Expertise (COEs)) and external (Applicants, Company Alumni, Retirees, Third Party Vendors/Suppliers) inquiries in accordance with existing Policies & Procedures.

Reference Knowledge Articles/Content and apply to inquiries to ensure adherence to existing Policies & Procedures.

Educate requesters on appropriate self-service channels, resources, and information as needed.

Utilize multiple systems (CRM, Workday, SharePoint, etc.) and applications to obtain information to respond to inquiries within existing Policies & Procedures.

Escalate situations that fall outside of existing Policies & Procedures when necessary to achieve mutually beneficial resolutions.

Share feedback and insight on employee experiences towards the goal of identifying opportunities for continuous improvement.

Required Qualifications

Typically requires a HS Diploma or AA/AS degree (or other 2-year post high school training) with less than 2 years of relevant experience

Relevant call center/customer service experience

Excellent customer service experience

Ability to work in in a fast-paced team environment

Detailed oriented and good organizational skills

Strong communication and problem-solving skills

Must be able to work required hours

Good working knowledge of MS Office applications

Ability to work with highly sensitive and confidential material in an ethics manner

Preferred Qualifications

Familiarity with Workday and Case Management system

2 years experience in a call center environment

Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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About Raytheon Technologies