Remote Customer Service Representative

Aston Carter•Houston, TX

6h•$21 - $21•Remote

About The Position

Join a dynamic team as an HR Assistant within the My HR Live Support team, where you will play a pivotal role in delivering world-class service to employees across the globe. Our goal is to provide accurate, consistent, and timely responses to HR inquiries through various contact channels such as phone, web case, and chat. You will be at the forefront of assisting employees with their HR, Disability, and Leave issues, ensuring a seamless and supportive experience.

Requirements

HR experience
Customer service skills, especially in handling inbound calls and chats
Demonstrated empathy
Strong communication skills
Ability to research and find answers or information

Nice To Haves

Experience dealing with customers and exceptional use of empathy skills
Proven ability to adjust to changing workloads and manage customer contacts in a fast-paced environment
Ability to manage confidential and sensitive employee information and adhere to strict data privacy
Detail-oriented with the ability to analyze, problem-solve, organize, and manage multiple priorities

Responsibilities

Take ownership of employee contacts, ensuring each is resolved with a high degree of problem-solving and customer obsession.
Receive and resolve inquiries primarily via phone, chats, and emails as the first point of contact for Leave, Disability, and related inquiries.
Resolve inquiries holistically by referring to available documentation, escalating when necessary.
Build customer trust through empathetic, personalized conversations by assessing and adjusting case management plans.
Respond to issues that may arise during leave events and ensure proper communication and documentation, even with limited information.
Use high judgment and critical thinking to balance process adherence with employee needs in analyzing and deciding on disability, leave, and accommodation requests.
Consistently consult and collaborate with partner teams on process changes to resolve cross-functional issues and improve policies.