Hiring multiple Customer Service/Call Center Associates within the HR industry for a large tech company! If interested, please apply directly.

Job Description

Join our My HR Live Support team and make a difference for all employees globally. We deliver best-in-class Leave of Absence, Disability, and related HR services. Our mission is to provide accurate, consistent, and timely responses to inquiries from various contact channels, including phone, web case, and chat.

Responsibilities

• Take ownership of employee contacts ensuring each contact is resolved with a high degree of problem-solving and customer focus.
• Receive and resolve inquiries primarily via phone, chats, and emails as the first point of contact for Leave, Disability, and related inquiries.
• Resolve inquiries holistically by referring to available documentation and escalate when necessary.
• Build customer trust through empathetic, personalized conversations and adjust the case management plan according to each employee’s changing needs.
• Respond to issues during leave events and ensure appropriate communication and documentation.
• Use judgment, critical thinking, and rationale to balance process adherence with employee needs in analyzing disability, leave, and accommodations requests.
• Consult and collaborate with partner teams on process changes to resolve cross-functional issues and improve policies.

Essential Skills

• Customer support experience, particularly in HR, phones, and chat.
• Strong communication skills.
• Ability to show and demonstrate empathy.
• Proficiency in computers.
• Research skills to find answers and information.

Additional Skills & Qualifications

• Experience dealing with customers and exceptional use of empathy skills.
• Proven ability to adjust to constantly changing workloads and manage customer contacts in a fast-paced environment.
• Ability to manage confidential and sensitive employee information with strict data privacy adherence.
• Detail-oriented with the ability to analyze, problem solve, organize, and manage multiple priorities.

Work Environment

This is a 100% remote position. Expectations include being on camera during training and nesting periods. Candidates must have a dedicated space in their residence to successfully perform the role and responsibilities.