HR Call Agent

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

📋 Description

• Serve as the initial point of contact for employee inquiries related to leave of absence, disability, accommodations, and other HR issues via phone, chat, and email.

• Assume responsibility for employee interactions from initial intake through investigation and resolution.

• Provide answers to policy inquiries, clarify documentation needs, and outline subsequent steps.

• Utilize FAQs, knowledge base articles, and standard operating procedures to address inquiries and escalate cases that remain unresolved.

• Engage in empathetic, personalized discussions and tailor case management plans according to employee needs.

• Address issues that arise during leave events while ensuring timely communication and documentation.

• Employ judgment and critical thinking when evaluating leave, disability, and accommodation requests.

• Accurately document and track every employee interaction in the case management system.

• Direct employees to self-service tools and resources.

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

• Offer feedback on process improvements and assist in enhancing HR policies and procedures.

• Safeguard confidential and sensitive employee information in accordance with data privacy and security regulations.

• Adjust to fluctuating workloads, changing priorities, multiple communication channels, and high-volume service demands.

⛳️ Requirements

• Proven experience in customer service or support roles, ideally managing inbound calls and chat inquiries.

• Demonstrated ability to communicate and express empathy towards employees and customers.

• Excellent verbal and written communication skills.

• Capability to clarify complex information in a clear and professional manner.

• Proficient in researching information using various resources.

• Skilled in analyzing situations, solving problems, and making informed decisions through judgment and critical thinking.

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

• Strong attention to detail and accuracy in documentation within a case management or comparable system.

• Competence in managing confidential and sensitive employee information under stringent data privacy policies.

• Strong organizational skills and the ability to handle multiple priorities until completion.

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

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

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

• Comfort with case management systems, knowledge bases, online self-service platforms, and HR tools.

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

• A dedicated, quiet workspace in the employee’s home is required.

• Flexibility to accommodate working across different time zones.

• Customer-oriented, proactive, and ownership-driven mindset.

🏝️ Benefits

• Medical, dental, and 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 the employee and dependents).

• Short-term and long-term disability coverage.

• Health Spending Account (HSA).

• Transportation benefits.

• Employee Assistance Program.

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

• Fully remote work from home opportunity.

• Requirement for a dedicated quiet workspace for confidential discussions.

• Camera use during the training and nesting periods.