CoE Contact Center Specialist, Shared Services

Job ID: 530641

CRH's Americas Materials business is the leading provider of building materials in North America.

The aggregates, asphalt, ready mixed concrete, paving and construction services we deliver are critical to building our world.

Our operations span 45 U.S.

states and two Canadian provinces with over 30,000 employees across 1,700 operating locations.

Job Summary

We are seeking a highly motivated Contact Center Specialist to join our Shared Services Center of Excellence, where you will play a critical role in improving the performance and efficiency of our contact center by gathering, analyzing, and reporting data on customer interactions, agent performance, and operational metrics; the ideal candidate will leverage these insights to develop actionable recommendations that align with strategic goals, enhance operational effectiveness, and drive customer satisfaction.

Location

Hybrid 4 days in office.

100% in office during transition.

What Shared Service Does

A Shared Services Center (SSC) centralizes critical business processes, streamlining operations, reducing costs, and delivering consistent quality.

By consolidating areas such as finance, procurement, payroll, and reporting, SSC eliminates duplication, frees time for strategic priorities, and fosters efficiency.

SSC's primary functions include:



* O2C (Order-to-Cash): Manages the customer journey from order to payment, driving smoother revenue processes.


* R2R (Record-to-Report): Enables robust financial reporting and accounting.


* P2P (Procure-to-Pay): Ensures timely vendor payments and strong supplier relationships.

Manages the Travel and Expense program.


* Center of Excellence: Drives innovation and continuous improvement.


* Payroll (Hire-to-Retire): Ensures accurate, compliant employee payments.

Shared Services enables companies to focus on growth and strategic goals while maintaining operational excellence.

Key Responsibilities



* Handle customer inquiries: Serve as the first point of contact for customers via phone, email, or chat, addressing questions and concerns promptly.


* Resolve issues: Troubleshoot problems, provide solutions, and escalate complex cases when necessary.


* Process requests: Enter, verify, and transmit customer requests into the system.


* Maintain records: Update databases and contact logs to ensure accurate documentation of customer interactions.


* Ensure customer satisfaction: Build positive relationships, de-escalate conflicts, and foster loyalty through excellent service.


* Contribute to the development of training materials and documentation for finance process standardization.


* Participate in cross-functional projects aimed at improving finance operations and control frameworks.


* Perform other related duties as assigned.

Qualifications



* Bachelor's degree or equivalent work experience required.


* 1+ years of experience working a Contact Center within a Finance a...