Remote HR Assistant

Aston Carter•Nashville, TN

8d•$21 - $21•Remote

About The Position

Join a dynamic team focused on delivering best-in-class Leave of Absence, Disability, and HR services to employees globally. As part of the HR Live Support team, you will play a key role in providing accurate, consistent, and timely responses to employee inquiries via phone, web case, and chat. Your work will help create a world-class employee experience while encouraging the use of self-service tools.

Requirements

Strong organizational skills and proficiency in computer and technical skills.
Experience in customer service/support through phones and chat.
Strong communication skills with the ability to demonstrate empathy.
Ability to research and find answers or information efficiently.

Nice To Haves

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.
Ability to manage confidential and sensitive employee information while adhering to strict data privacy standards.
Detail-oriented with the ability to analyze, problem solve, organize, and manage multiple priorities.

Responsibilities

Take ownership of employee contacts, ensuring each is accepted and resolved with a high degree of problem-solving and customer focus.
Receive and resolve inquiries primarily via phone, chats, and emails as the first point of contact for Leave, Disability, and HR-related inquiries.
Resolve inquiries by referring to available documentation, such as FAQs, knowledge base articles, and standard operating procedures, escalating when necessary.
Build customer trust through empathetic, personalized conversations and adjust case management plans to meet each employee’s changing needs.
Respond to employee-impacting issues that may arise during leave events, ensuring correct communication and documentation.
Use high judgment, critical thinking, and rationale to balance process adherence with employee needs, analyzing and deciding on disability, leave, and accommodations requests.
Consistently consult and collaborate with partner teams on process changes to resolve cross-functional issues and improve policies.