HR Customer Service Representative

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

📋 Description

• Manage employee interactions from the point of acceptance through to resolution.

• Address inquiries related to HR, leave, disability, and similar topics via phone, chat, and email.

• Oversee case intake, clarify policies, outline documentation needs, and communicate next steps and process expectations.

• Resolve inquiries by utilizing FAQs, knowledge base articles, and standard operating procedures.

• Escalate cases that cannot be resolved at the first level of support.

• Foster trust through empathetic and personalized conversations.

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

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

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

• Encourage the use of employee self-service tools and resources.

• Accurately document and track all interactions within the case management system.

• Engage in probing discussions to uncover employee needs and direct them toward appropriate benefits and solutions.

• Safeguard confidential employee information while adhering to data privacy regulations.

• Adapt to changing workloads and efficiently transition between various communication channels and systems.

⛳️ Requirements

• Proven experience in direct customer interaction.

• Excellent customer service skills for managing inbound calls, chats, and emails.

• Capability to demonstrate empathy and handle sensitive situations with professionalism.

• Strong communication abilities to convey complex information clearly.

• Proficiency in researching multiple resources to provide accurate answers.

• Experience in a fast-paced, high-volume work environment.

• Ability to handle confidential employee information while adhering to strict data privacy guidelines.

• Strong problem-solving and analytical skills.

• Exceptional attention to detail.

• Skills in organizing and managing multiple priorities effectively.

• Proficient in MS Office applications.

• Comfortable utilizing technology and case management systems.

• High sense of ownership and accountability.

• Interest in acquiring corporate experience.

• Enthusiasm for developing HR-related expertise, particularly in leave of absence and disability services.

• Comfort in collaborating with HR, benefits, payroll, and operations teams.

• Ability to adapt communication styles for employees from diverse regions and backgrounds.

• Motivation to enhance processes and policies.

• A dedicated workspace at home that facilitates effective performance and confidentiality.

• Camera usage is required during the training and nesting phase.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Critical Illness, Accident, and Hospital coverage.

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

• Voluntary Life and AD&D insurance for employees and their dependents.

• Short-term and long-term disability coverage.

• Health Spending Account (HSA).

• Transportation benefits.

• Employee Assistance Program.

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

• Fully remote work-from-home opportunity.

• Dedicated home workspace.

• Required camera-on policy during training and nesting period.