Remote HR Contact Center Assistant

Hiring multiple HR Contact Center Associates within the Disability & Leave Services, and Accomodations department of a large Technology Company.

Fully Remote

Must be able to accommodate to given shift (Will likely include late afternoons and at least one weekend day per week)

Leave of Absence and/or Accommodations high volume contact center experience required for consideration.

Description:

Our HR Professionals must be able to ask our employees probing questions to fully understand what is going on in their life, what kind of support they need, how to get them their benefits and get their situation back on the right track to resolve utilizing business processes with a high attention to detail, use multiple resources to find the right information and communicate effectively with them. A high degree of ownership, strong communication skills, and the ability to handle sensitive situations with care are essential for this position. This is a fast-paced environment requiring 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. The DLS team is comprised of HR Professionals supporting the organization's employees globally within multiple languages, with services

24 hours a day, 7 days a week in some countries.

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.

Basic qualifications

• 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).

Preferred Qualifications

• 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.
• 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.

About Aston Carter:

Please Note: Scammers are posing as Aston Carter. We'll never contact you via Gmail, Telegram, or WhatsApp and we'll never solicit money from you.

At Aston Carter, we’re dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions – from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless.

Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients’ capabilities by seeking solvers and delivering solutions to address today’s workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit AstonCarter.com. Aston Carter is a company within Allegis Group, a global leader in talent solutions.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email astoncarteraccommodation@astoncarter.com for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.