HR Call Center Agent [Remote]

Aston Carter

1d•$21 - $21•Remote

About The Position

Join a dynamic and innovative team committed to creating the best possible work environment. Our team delivers exceptional Leave of Absence, Disability, and HR services to employees globally, ensuring timely and accurate responses to inquiries through phone, web case, and chat. As part of our My HR Live Support team, you will work closely with employees across the US, EMEA, Canada, and LATAM, collaborating with HR Business Partners and other departments to provide world-class support.

Requirements

Customer service and support experience in phones and chat.
HR knowledge and experience.
Strong communication skills.
Ability to demonstrate empathy.
Research skills to find answers and information.

Nice To Haves

Experience dealing with customers and using empathy skills.
Ability to adjust to changing workloads and manage contacts in a fast-paced environment.
Capability to manage confidential and sensitive employee information, adhering to data privacy standards.
Problem-solving, organizational, and multitasking skills.

Responsibilities

Take ownership of employee contacts, ensuring each is resolved with problem-solving skills and customer focus.
Address inquiries primarily via phone, chat, and email as the first point of contact for leave, disability, and HR-related questions.
Resolve inquiries by referring to documentation such as FAQs and standard operating procedures, escalating when necessary.
Build trust through empathetic, personalized conversations, adapting case management plans to employee needs.
Respond to issues during leave events, ensuring appropriate communication and documentation.
Use judgment and critical thinking to balance process adherence with employee needs in disability, leave, and accommodation requests.
Consult and collaborate with partner teams to resolve cross-functional issues and improve policies.