HR Customer Service Representative

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

📋 Description

• Deliver first-level HR assistance to employees through phone, chat, and email channels.

• Address inquiries related to leave of absence, disability, accommodations, and other HR services.

• Perform case intake, clarify policies and documentation needs, and outline subsequent steps.

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

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

• Foster trust through compassionate and personalized interactions with employees.

• Manage issues arising during leave events while maintaining appropriate communication and documentation.

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

• Partner with HR Business Partners, Benefits, Stocks, Payroll, Talent Management, and Operations.

• Advocate for employee self-service tools and resources.

• Accurately log and track all interactions and calls in the case management system.

• Safeguard confidential employee information and adhere to data privacy regulations.

• Prioritize and adapt to changing workloads while switching between various communication channels and systems.

• Contribute to process and policy enhancements in a dynamic, high-volume environment.

⛳️ Requirements

• Proven customer service experience managing inbound calls, chats, and emails.

• Exceptional customer service skills.

• Ability to show empathy and handle sensitive situations with professionalism.

• Strong communication abilities with a knack for clearly explaining complex information.

• Capability to research various resources to obtain accurate information.

• Experience in a fast-paced, high-volume setting with fluctuating workloads.

• Competence in managing confidential employee information while adhering to stringent data privacy policies.

• Strong analytical and problem-solving skills.

• High level of attention to detail.

• Proficient in organizing and juggling multiple priorities.

• Familiarity with MS Office applications.

• Comfort with technology and case management systems.

• High level of ownership and accountability in resolving employee concerns.

• Interest in corporate and HR-related fields, particularly in leave of absence, disability, and associated HR services.

• Ability to collaborate effectively with HR, benefits, payroll, and operations teams.

• Flexibility to adjust communication styles for employees from diverse regions and backgrounds.

• Drive to aid in the continuous improvement of processes and policies.

• A dedicated workspace at home that enables effective work and confidentiality.

• Requirement for camera use during the training and nesting phases.

🏝️ 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).

• Work-from-home flexibility.

• Requirement for a dedicated workspace for remote roles.

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