Crisis Support Representative

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Deliver compassionate, real-time support to employees seeking guidance and information regarding bereavement policy and bereavement leave.

• Navigate employees through bereavement policies with understanding, empathy, and respect for their unique situations.

• Manage inbound and outbound communications, including phone calls, chats, tickets, and cases through designated support queues.

• Evaluate each case critically and adapt the case management plan as employee needs change.

• Address delicate situations, prioritize the employee experience, and de-escalate complex or emotionally charged cases effectively.

• Organize workload to achieve productivity targets and proactively report significant changes or deficiencies.

• Provide regular updates to employees and internal stakeholders both verbally and in writing.

• Ensure adherence to standard operating procedures, relevant federal and state regulations, and internal company policies.

• Keep accurate and timely records and documentation for all cases and interactions in the system.

• Collaborate with internal teams and HR business partners to deliver coordinated support across various functions.

• Assist in managing a centralized bereavement program for employees of a large technology firm.

⛳️ Requirements

• At least 1 year of experience in human resources.

• Familiarity with HR processes and systems.

• Proficient in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.

• Willingness to work a flexible schedule that may involve weekends, nights, and holidays.

• Fluent in speaking, reading, and writing English.

• Excellent communication skills with the capacity to convey complex policy information clearly and empathetically.

• Strong organizational skills and attention to detail for managing multiple cases and documentation accurately.

🏝️ Benefits

• Medical, dental & vision coverage.

• Critical Illness, Accident, and Hospital insurance.

• 401(k) Retirement Plan with pre-tax and Roth post-tax contribution options.

• Voluntary Life & AD&D insurance for employees and their dependents.

• Short- and long-term disability coverage.

• Health Spending Account (HSA).

• Transportation benefits available.

• Access to the Employee Assistance Program.

• Paid Time Off/Leave options (PTO, Vacation, or Sick Leave).