HR Customer Service Representative

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

📋 Description

• Take responsibility for employee interactions, ensuring that each engagement is effectively managed and resolved with a strong emphasis on problem-solving and customer service.

• Act as the primary point of contact through phone, chat, and email for questions regarding leave of absence, disability, and various HR matters.

• Conduct case intake, respond to policy inquiries, clarify documentation requirements, and detail subsequent steps.

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

• Foster trust through compassionate, tailored conversations and modify case management strategies to meet evolving employee needs.

• Address issues during leave events while ensuring proper communication and documentation are upheld.

• Evaluate and make decisions on disability, leave, and accommodation requests using sound judgment, critical thinking, and rationale.

• Advocate for self-service tools and resources available to employees.

• Accurately document and track every call and interaction within a case management system.

• Work in collaboration with HR Business Partners, Benefits, Stocks, Payroll, Talent Management, and Operations teams.

• Advise partner teams on process modifications, cross-functional challenges, and policy enhancements.

• Manage various communication channels and tasks, prioritizing workload while ensuring follow-through.

• Safeguard sensitive employee information with confidentiality and adhere to data privacy regulations.

⛳️ Requirements

• Proven experience in direct customer interaction, including managing inquiries and providing assistance.

• Demonstrated ability to exhibit and apply empathy in interactions with customers or employees.

• Capability to adapt to shifting workloads and manage contacts in a dynamic environment.

• Strong customer service and support abilities across both phone and chat mediums.

• Familiarity with Human Resources or experience addressing HR-related inquiries.

• Excellent verbal and written communication skills to clearly articulate policies, processes, and subsequent steps.

• Proficient in conducting research using various resources to obtain accurate answers and solutions.

• Competency in using MS Office and other computer-based tools and systems.

• Exceptional attention to detail and the capacity to accurately document interactions in a case management system.

• Ability to handle confidential and sensitive employee information while complying with rigorous data privacy standards.

• Strong analytical and problem-solving skills to assess situations, identify challenges, and propose resolutions.

• Organizational capabilities to manage numerous priorities and tasks concurrently.

• Eagerness to acquire corporate experience in a high-volume setting.

• Drive to develop HR-related experience in an entry-level or early-career HR support position.

• Comfort in engaging with global employee populations across various regions and time zones.

• Ability to collaborate with cross-functional HR and business teams.

• Familiarity with standard operating procedures, knowledge bases, and case management tools.

• Schedule requires one weekend day (Tuesday-Saturday or Sunday-Thursday) with start times between 7am-11am PST, depending on availability.

🏝️ Benefits

• Medical, dental & vision

• Critical Illness, Accident, and Hospital coverage

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

• Life Insurance (Voluntary Life & AD&D for employees and their 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)