HR Call Agent

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

📋 Description

• Take ownership of employee interactions from the acceptance stage through to investigation and resolution

• Act as the primary contact for inquiries regarding leave of absence, disability, and HR-related matters via phone, chat, and email

• Manage case intake, provide answers to policy questions, clarify documentation requirements, and delineate subsequent steps

• Utilize FAQs, knowledge base articles, and standard operating procedures to address inquiries and escalate unresolved cases as necessary

• Conduct empathetic discussions to comprehend employee situations and modify case management plans accordingly

• Address issues that arise during leave events with precise, timely communication and documentation

• Evaluate leave, disability, and accommodation requests employing sound judgment and critical thinking

• Record and monitor each interaction in the case management system

• Direct employees towards self-service tools and resources

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

• Provide insights on process modifications and contribute to the enhancement of HR policies and procedures

• Safeguard confidential employee information in compliance with data privacy and security requirements

• Adjust to fluctuating workloads, priorities, communication methods, and high-volume service demands

⛳️ Requirements

• Experience in delivering customer service or support, ideally managing inbound calls and chat-based inquiries

• Capacity to convey empathy when interacting with employees and customers

• Excellent verbal and written communication skills

• Skill in articulating complex information in a clear and professional manner

• Proficiency in researching information using various resources

• Ability to assess situations, resolve issues, and make sound decisions utilizing judgment and critical thinking

• Background in a fast-paced environment with shifting workloads and priorities

• Strong attention to detail and precise documentation of interactions in a case management or similar system

• Capability to handle confidential and sensitive employee information while adhering to stringent data privacy standards

• Organizational skills and the ability to juggle multiple priorities until completion

• Customer-centric mindset

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

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

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

• Comfort in utilizing HR tools, 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 work across different time zones and manage high-volume interactions

• Willingness to be on camera during the training and nesting period

🏝️ Benefits

• Medical, dental & vision coverage

• Critical Illness, Accident, and Hospital insurance

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

• Life Insurance (Voluntary Life & AD&D for the employee and dependents)

• Short and long-term disability coverage

• Health Spending Account (HSA)

• Transportation benefits

• Employee Assistance Program

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

• Dedicated, quiet workspace at home

• Use of camera during training and nesting period