HR Call Agent – Evening Shift

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

📋 Description

• Take ownership of, investigate, and resolve employee inquiries with a strong focus on problem-solving and customer service.

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

• Manage case intake, clarify policies and documentation requirements, and outline the subsequent steps.

• Utilize FAQs, knowledge base articles, and standard operating procedures to resolve or escalate cases as necessary.

• Conduct empathetic discussions, assess employee needs, and modify case management plans accordingly.

• Address leave-event issues with precise and timely communication and documentation.

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

• Document and track all interactions in a 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 insights on process changes and enhancements to HR policies and procedures.

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

• Adapt to fluctuating workloads, priorities, and various communication channels in a high-volume setting.

⛳️ Requirements

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

• Capacity to demonstrate and convey empathy towards employees and customers.

• Excellent verbal and written communication abilities.

• Capability to clearly and professionally explain complex information.

• Proficient in researching multiple resources for accurate answers and solutions.

• Ability to analyze situations, resolve problems, and make informed decisions using judgment and critical thinking.

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

• Strong attention to detail and exceptional case documentation skills.

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

• Organizational skills with the ability to juggle multiple priorities until completion.

• A customer-focused mindset.

• Previous human resources or HR support experience 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 with 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 home workspace for confidential discussions.

• Capacity to work remotely from Phoenix, Arizona, USA.

• Flexibility to accommodate different time zones and manage high-volume phone, chat, and email interactions.

🏝️ Benefits

• Medical, dental & vision coverage.

• Critical Illness, Accident, and Hospital insurance.

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

• 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.

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