HR Customer Service Representative

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

📋 Description

• Assume responsibility for employee contacts, ensuring that interactions are acknowledged, managed, and effectively resolved.

• Address employee inquiries through phone, chat, and email concerning leave, disability, and related HR matters.

• Manage case intake, clarify policies, outline documentation requirements, detail next steps, and set process expectations.

• Resolve inquiries utilizing FAQs, knowledge base articles, and standard operating procedures; escalate unresolved issues as necessary.

• Foster trust through empathetic, personalized conversations and adapt case management strategies accordingly.

• Address issues that arise during leave events with suitable communication and documentation.

• Evaluate and make decisions on disability, leave, and accommodation requests while balancing procedural requirements with employee needs.

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

• Advocate for employee self-service tools and resources.

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

• Pose probing questions to gain insight into employee situations and direct them towards appropriate benefits and solutions.

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

• Adapt to fluctuating workloads, prioritize tasks effectively, and navigate between various communication channels and systems.

⛳️ Requirements

• Experience in direct customer service managing inbound calls, chats, and emails.

• Empathy and professionalism in dealing with sensitive circumstances.

• Strong communication abilities with a knack for clarifying complex information.

• Capability to research various resources to obtain accurate information.

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

• Proficiency in managing confidential employee information and adhering to stringent data privacy standards.

• Strong problem-solving, analytical skills, and attention to detail.

• Ability to organize and handle multiple priorities effectively.

• Proficiency in MS Office and comfort with technology and case management systems.

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

• Interest in corporate and HR-related experience, particularly in areas such as leave of absence, disability, and associated HR services.

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

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

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

🏝️ Benefits

• Medical, dental & vision coverage.

• Critical Illness, Accident, and Hospital insurance.

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

• Life Insurance (Voluntary Life & AD&D for both employees 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).

• Ability to work remotely from home.

• Dedicated workspace provided by the employee.

• Camera-on training and nesting period to enhance engagement and learning.