HR Support Agent (Call Center)

Aston Carter•Winchester, VA

2d•$21 - $21•Remote

About The Position

The HR Support Agent is an HR representative who takes care of phone-related contacts from employees across the US, EMEA(Europe), Canada, and LATAM (Latin America). Associates will work one-on-one with employees of these areas while maintaining successful partnerships with HR Business Partners, Benefits, Stocks, Payroll, Talent Management, and Operations partners to find the solution for the customer while providing a world-class employee experience. In this role, you will master your research skills and ability to resolve HR, Disability, Leave, and/or Accommodation issues coming in via the phone system while using our case management system to document and track every call with a high level of accuracy. Moreover, you will encourage self-service tools available for all employees. 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

2-5+ years’ experience in human resources, contact center, customer service, or equivalent experience.
Proven ability using Microsoft Office skills and other computer or internet-based programs
Schedule flexibility (support a 24x7 operation).
Ability to research and find information independently

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 Accommodation-related inquiries, including but not limited to case intake, general policy questions, documentation, next steps, and requirements to expedite the process.
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.