HR Assistant (Call Center)

Aston Carter•Fresno, CA

5d•$21 - $21•Remote

About The Position

A MHLS HR Assistant takes ownership of employee contacts ensuring that each case is accepted and resolved with a high degree of problem solving and customer obsession. They build customer trust through empathetic and personalized conversations by assessing and adjusting the case management plan to each employee’s changing needs. A MHLS HR Assistant manages their workload effectively to meet SLAs and productivity goals. They use high judgment, critical thinking and rationale to balance process adherence with employee’s needs. They resolve inquiries holistically by referring to available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures – escalating when these cannot be resolved. They respond to employee impacting issues that may arise during the benefits event and ensure that proper communication and documentation occurs, even when information is limited. A MHLS HR Assistant consistently consults and collaborates with partner teams on process changes in an effort to resolve cross-functional issues to update and improve policies.

Requirements

Strong call center experience

Responsibilities

Take ownership of employee contacts ensuring that each case is accepted and resolved with a high degree of problem solving and customer obsession.
Build customer trust through empathetic and personalized conversations by assessing and adjusting the case management plan to each employee’s changing needs.
Manage workload effectively to meet SLAs and productivity goals.
Use high judgment, critical thinking and rationale to balance process adherence with employee’s needs.
Resolve inquiries holistically by referring to available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures – escalating when these cannot be resolved.
Respond to employee impacting issues that may arise during the benefits event and ensure that proper communication and documentation occurs, even when information is limited.
Consistently consult and collaborate with partner teams on process changes in an effort to resolve cross-functional issues to update and improve policies.