HR Call Center Agent [Remote]

Aston Carter•San Francisco, CA

2d•$21 - $21•Remote

About The Position

The MHLS professional is dedicated to servicing the HR/Time space, interacting with internal employees in a way that builds trust by providing accurate information and resolving issues. This role is unique as it will require you to use critical thinking and fact-finding skills to make decisions that will lead the entire leave and/or accommodation process from intake to case management support. Our HR Professionals must be able to ask our employees probing questions to fully understand what is going on in their life, what kind of support they need, how to get them their benefits and get their situation back on the right track to resolve utilizing business processes with a high attention to detail, use multiple resources to find the right information and communicate effectively with them. A high degree of ownership, strong communication skills, and the ability to handle sensitive situations with care are essential for this position. This is a fast-paced environment requiring ability to quickly pivot through several communication forms, prioritization of work to be completed as well as follow-through and execution with attention to details while always keeping the customers’ needs first. The MHLS team is comprised of HR Professionals supporting internal employees globally within multiple languages, with services 24 hours a day, 7 days a week in some countries. As an MHLS professional your responsibilities will be:

Requirements

2-5+ years’ experience in contact center, customer service, human resources or equivalent experience.
Proven ability using Microsoft Office skills and other computer or internet based programs
Schedule flexibility (support a 24x7 operations).
Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards.
Detail oriented with ability to analyze, problem solve, organize and manage multiple priorities.
Experience dealing with customers and exceptional use of empathy skills.
Proven ability to adjust to constantly changing workloads and manage customer contacts in a fast-paced environment.

Nice To Haves

5+ years’ experience in contact center, customer service, human resources or equivalent experience.
Basic US legislation Leave of Absence and Accommodations knowledge.
1 year of Leave and/or Accommodations experience, to include: previous work in a leave of absence and/or disability claim management role, with experience using case management systems, reviewing cases for eligibility, determining the appropriate leave and/or disability pay benefits that apply to a specific situation, and establishing/executing a case management plan.
Knowledge of US federal and state leave and disability laws.
Previous HR experience.
Bachelor's degree or advanced college education in a related field included but not limited to; Human Resources, Business Administration or Organization Development.
Experience in providing consultation and guidance on human resources, benefits, or complex employee matters.
Proven ability using Microsoft Office skills and other computer or internet based programs
Experience dealing with customers and exceptional use of empathy skills.

Responsibilities

Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of problem solving and customer obsession.
Receive and resolve DLS inquiries primarily via phone, chats, and emails from employee contact channels.
Serve as the first point of contact for Leave, Disability, and Accommodation related inquiries, including but not limited to case intake, general policy questions, documentation, next steps and requirements to expedite the process.
Resolve such inquiries holistically by referring to available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures – escalate when these cannot be resolved.
Build customer trust through empathetic, personalized conversations by assessing and adjusting the case management plan to each employee’s changing needs.
Respond to employees impacting issues that may arise during the leave event and ensure the right communication and documentation occurs, even when information is limited.
Use high judgement, critical thinking and rationale to balance process adherence with employee’s needs to analyze and decide on disability, leave and accommodations requests.
Consistently consult and collaborate with partner teams on process changes in an effort to resolve cross-functional issues to update and improve policies.