HR Call Center Agent

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

📋 Description

• Assume responsibility for employee inquiries, ensuring they are received, investigated, and resolved effectively.

• 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 requirements, and outline subsequent steps.

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

• Engage in compassionate conversations, evaluate employee needs, and modify case management plans accordingly.

• Address leave-event concerns with precise and prompt communication and documentation.

• Employ judgment and critical thinking in relation to leave, disability, and accommodation requests.

• Accurately document and monitor interactions within 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.

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

• Manage confidential employee information while adhering to data privacy and security regulations.

• Adapt to evolving workloads, shifting priorities, and various communication channels in a dynamic environment.

⛳️ Requirements

• Experience in providing customer service or support, ideally with inbound calls and chat inquiries.

• Capability to express empathy when interacting with employees and customers.

• Excellent verbal and written communication skills.

• Proficiency in conveying complex information clearly and professionally.

• Ability to research information across multiple resources.

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

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

• Strong attention to detail and accurate documentation of interactions in a case management or equivalent system.

• Capacity to manage confidential and sensitive employee data while complying with data privacy standards.

• Organizational skills with the ability to handle multiple priorities through to completion.

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

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

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

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

• Ability to collaborate with HR, Benefits, Payroll, and Operations teams effectively.

• A dedicated, quiet home workspace for confidential discussions.

• Flexibility to work with different time zones and manage a high volume of phone, chat, and email 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 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).