Position Overview

We are hiring for multiple 100% remote HR Call Center Customer Service Reps for a well-known tech company headquartered in Seattle, WA. This Contract position, with potential for extension, requires candidates to reside in the U.S. and provide 2 recent professional references. The start date is February 2nd and schedules may include one or both weekend days. As a Call Center HR Assistant on our HR Live Support Team, you will help deliver best-in-class Leave of Absence, Disability, and HR services. Compensation: $21/hr. Although fully remote, the role is administered as a contract position based out of Atlanta, GA.

Key Responsibilities

• Take ownership of employee contacts ensuring that each is accepted and resolved with a high degree of problem-solving and customer service.
• Receive and resolve inquiries primarily via phone, chats, and emails as the first point of contact for Leave, Disability, and HR-related matters.
• Resolve inquiries holistically by referring to available documentation such as FAQs, knowledge base articles, and standard operating procedures, escalating when necessary.
• Build customer trust through empathetic, personalized conversations by assessing and adjusting the case management plan to each employee’s changing needs.
• Respond to employee-impacting issues during leave events ensuring proper communication and documentation.
• Utilize high judgment and critical thinking to balance process adherence with employees’ needs when analyzing and deciding on disability, leave, and accommodations requests.
• Collaborate with partner teams on process changes to resolve cross-functional issues and update policies accordingly.

Required Qualifications

• 3+ years of recent customer support experience in a call center setting.
• HR knowledge and experience is preferred.
• Strong communication skills with the ability to demonstrate empathy.
• Proficiency with computers and adeptness at researching to find answers and information.
• Experience managing customer contacts in a fast-paced environment with constantly changing workloads.
• Ability to manage confidential and sensitive employee information while adhering to strict data privacy standards.
• Detail-oriented with strong problem-solving, organizational, and multi-tasking skills.
• Flexibility to adapt to changing circumstances and job demands.

Benefits & Perks

• Medical, dental & vision coverage
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)