Crisis Support Representative-Remote
About The Position
The Crisis Support Representative supports a centralized bereavement program, providing compassionate, personalized assistance to employees during a difficult time. The role delivers real-time guidance on bereavement leave, applies policies accurately, and manages sensitive cases across multiple communication channels. It ensures employees receive clear information, timely updates, and a trusted case management experience consistent with strong customer service and global HR standards. This is a fully remote, contract position based in St. Louis, Missouri. The work is fast-paced and deadline-driven, supporting employees across multiple locations. The representative uses case management tools, HR systems, and Microsoft Office to manage and document interactions. The role requires frequent communication by phone, chat, and online case platforms, as well as professionalism, confidentiality, compassion, and flexibility to work varied hours.
Requirements
- At least 1 year of human resources experience.
- Experience working with HR processes and systems.
- Proficiency with Microsoft Word, Excel, PowerPoint, and Outlook.
- Ability to work a flexible schedule that may include weekends, nights, and holidays.
- Fluency in spoken and written English, including speaking, reading, and writing.
- Strong communication skills and ability to explain complex policy information clearly and empathetically.
- Strong organizational skills and attention to detail to manage multiple cases and documentation accurately.
Responsibilities
- Provide empathetic, real-time support to employees seeking information and assistance related to bereavement policy and time off.
- Guide employees through bereavement policies with clarity, compassion, and respect for their circumstances.
- Handle inbound and outbound phone calls, chats, tickets, and cases through specialized support queues.
- Assess cases and adjust case management plans as employee needs evolve.
- Address sensitive situations, prioritize the employee experience, and help de-escalate complex or emotionally charged cases.
- Manage workload to meet productivity goals and proactively escalate significant changes or gaps in assigned work.
- Communicate regular verbal and written updates to employees and internal stakeholders.
- Comply with standard operating procedures, applicable federal and state regulations, and internal company policies.
- Maintain accurate and timely system records and documentation for all cases and interactions.
- Partner with internal teams and HR business partners to provide coordinated support.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Critical illness, accident, and hospital coverage
- 401(k) retirement plan with pre-tax and Roth post-tax contributions
- Voluntary life and AD&D insurance for employees and dependents
- Short- and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time off/leave, including PTO, vacation, or sick leave, subject to eligibility and applicable terms
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What This Job Offers
Education Level
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