Remote-HR Assistant

Aston Carter•Dallas, TX

6d•$21 - $21•Remote

About The Position

Join our team dedicated to providing world-class Leave of Absence, Disability, and employee services to support our global workforce. We are seeking talented individuals to work with employees across the US, EMEA, Canada, and LATAM, offering accurate and timely responses to inquiries through various contact channels including phone, web, and chat. As part of our team, you will play a crucial role in ensuring a seamless and positive employee experience.

Requirements

HR knowledge
Strong organizational skills
Customer support experience, particularly with inbound calls and chats
Demonstrated empathy
Technical and computer proficiency
Excellent communication skills
Ability to research and find 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
Detail-oriented with problem-solving, organizational, and prioritization skills

Responsibilities

Take ownership of employee contacts, ensuring each is resolved with a high degree of problem-solving and customer focus.
Receive and resolve inquiries primarily via phone, chats, and emails, serving as the first point of contact for Leave, Disability, and related inquiries.
Utilize available documentation such as FAQs and knowledge base articles to resolve inquiries, escalating when necessary.
Build trust through empathetic, personalized conversations and adjust case management plans to meet employees' changing needs.
Respond to employee issues that arise during leave events, ensuring proper communication and documentation.
Use judgment and critical thinking to balance process adherence with employee needs when analyzing disability, leave, and accommodation requests.
Collaborate with partner teams on process changes to resolve cross-functional issues and improve policies.