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Aston Carter · 1 day ago

HR Call Center Agent

United States

Contract

Remote

Entry, Mid Level

$21/hr - $21/hr

2+ years exp

Aston Carter is a leading ecommerce company headquartered in Seattle, WA, and they are seeking multiple HR Call Center Assistants. The role involves servicing the HR/Time space by interacting with internal employees to provide accurate information and resolve issues related to leave and accommodations.

ConsultingHuman ResourcesInformation Technology

Growth Opportunities

Responsibilities

Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of problem solving and customer obsession

Receive and resolve DLS inquiries primarily via phone, chats, and emails from employee contact channels

Serve as the first point of contact for Leave, Disability, and Accommodation related inquiries, including but not limited to case intake, general policy questions, documentation, next steps and requirements to expedite the process

Resolve such inquiries holistically by referring to available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures – escalate when these cannot be resolved

Build customer trust through empathetic, personalized conversations by assessing and adjusting the case management plan to each employee’s changing needs

Respond to employees impacting issues that may arise during the leave event and ensure the right communication and documentation occurs, even when information is limited

Use high judgement, critical thinking and rationale to balance process adherence with employee’s needs to analyze and decide on disability, leave and accommodations requests

Consistently consult and collaborate with partner teams on process changes in an effort to resolve cross-functional issues to update and improve policies

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 and adhere to strict data privacy standards

Detail oriented with ability to analyze, problem solve, organize and manage multiple priorities

Qualification

LeaveAccommodations knowledgeCase management experienceCustomer service experienceMicrosoft Office skillsCritical thinkingEmpathy skillsAttention to detailProblem solvingOrganizational skills

Required

2-5+ years' experience in contact center, customer service, human resources or equivalent experience

Proven ability using Microsoft Office skills and other computer or internet based programs

Schedule flexibility (support a 24x7 operations)

Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards

Detail oriented with ability to analyze, problem solve, organize and manage multiple priorities

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

High degree of ownership, strong communication skills, and the ability to handle sensitive situations with care

Ability to quickly pivot through several communication forms, prioritization of work to be completed as well as follow-through and execution with attention to details while always keeping the customers' needs first

Preferred

5+ years' experience in contact center, customer service, human resources or equivalent experience

Basic US legislation Leave of Absence and Accommodations knowledge

1 year of Leave and/or Accommodations experience, to include: previous work in a leave of absence and/or disability claim management role, with experience using case management systems, reviewing cases for eligibility, determining the appropriate leave and/or disability pay benefits that apply to a specific situation, and establishing/executing a case management plan

Knowledge of US federal and state leave and disability laws

Previous HR experience

Bachelor's degree or advanced college education in a related field included but not limited to; Human Resources, Business Administration or Organization Development

Experience in providing consultation and guidance on human resources, benefits, or complex employee matters