HR Call Agent

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

📋 Description

• Assume responsibility for employee inquiries, ensuring they are acknowledged, examined, and resolved.

• Act as the initial point of contact for leave of absence, disability, and HR-related questions through phone, chat, and email.

• Manage case intake, respond to policy inquiries, clarify documentation needs, and outline subsequent steps.

• Utilize FAQs, knowledge base resources, and standard operating procedures to address inquiries and escalate unresolved issues.

• Engage in empathetic dialogues, evaluate employee requirements, and modify case management strategies accordingly.

• Address concerns during leave events, ensuring prompt communication and documentation.

• Assess leave, disability, and accommodation requests using sound judgment and critical analysis.

• Record and monitor every employee interaction within the case management system.

• Direct employees to self-service tools and resources.

• Collaborate with HR Business Partners, Benefits, Payroll, Talent Management, Stocks, and Operations teams.

• Provide suggestions on process improvements and assist in enhancing HR policies and procedures.

• Manage confidential employee information in compliance with data privacy and security regulations.

• Adjust to shifting workloads, priorities, communication methods, and high-volume service expectations.

⛳️ Requirements

• Demonstrated experience in customer service or support, with a preference for handling inbound calls and chat inquiries.

• Ability to convey empathy when interacting with employees and customers.

• Excellent verbal and written communication abilities.

• Capability to articulate complex information clearly and professionally.

• Proficient in researching information using various resources.

• Competent in analyzing situations, resolving issues, and making informed decisions using judgment and critical thinking.

• Experience in a fast-paced environment with evolving workloads and priorities.

• Strong attention to detail and accuracy in case documentation.

• Ability to handle confidential and sensitive employee information according to strict data privacy guidelines.

• Strong organizational skills and capability to manage multiple priorities.

• Previous experience in human resources or HR support is highly advantageous.

• Familiarity with leave of absence, disability, or accommodation processes is beneficial.

• Experience working with global or multi-region employee populations is a plus.

• Comfortable using case management systems, knowledge bases, and online self-service platforms.

• Ability to work collaboratively with HR, Benefits, Payroll, and Operations teams.

• A dedicated, quiet workspace at home.

• Flexibility to accommodate various time zones and manage high-volume interactions.

🏝️ Benefits

• Medical, dental & vision coverage.

• Critical Illness, Accident, and Hospital insurance.

• 401(k) Retirement Plan – Options for pre-tax and Roth post-tax contributions.

• Life Insurance (Voluntary Life & AD&D for employees and their dependents).

• Short-term and long-term disability coverage.

• Health Spending Account (HSA).

• Transportation benefits.

• Employee Assistance Program.

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

• A dedicated, quiet home workspace.

• Virtual collaboration environment.

• Use of a camera during training and nesting periods.