HR Customer Service Representative - Remote

Job Title:

HR Assistant

Job Description

The HR Assistant serves as a key member of the Live Support team, providing high-quality support to employees across the United States, Europe, Canada, and Latin America. This role focuses on handling phone-based and digital inquiries related to human resources, leave of absence, disability, and related services, ensuring accurate and timely resolutions. You will deliver a world-class employee experience by using strong research skills, effective communication, and a high level of empathy while documenting all interactions in a case management system.

This position offers a fantastic opportunity to gain corporate and HR-related experience in a fast-paced, high-volume environment.

Responsibilities

+ Take full ownership of employee contacts and ensure each interaction is accepted, managed, and resolved with strong problem-solving skills and a high level of customer focus.

+ Receive and respond to employee inquiries primarily via phone, chat, and email as the first point of contact for leave, disability, and related HR questions, including case intake, policy clarification, documentation requirements, next steps, and process expectations.

+ Resolve inquiries holistically by using available resources such as frequently asked questions, knowledge base articles, and standard operating procedures, escalating cases when they cannot be resolved at the first level.

+ Build trust with employees through empathetic, personalized conversations and adjust case management plans as each employee's needs evolve.

+ Respond promptly and effectively to issues that arise during leave events and ensure appropriate communication and documentation, even when information is limited.

+ Use sound judgment, critical thinking, and rationale to balance adherence to processes with individual employee needs when analyzing and deciding on disability, leave, and accommodation requests.

+ Collaborate and consult regularly with partner teams, including HR Business Partners, Benefits, Stocks, Payroll, Talent Management, and Operations, to resolve cross-functional issues and support process and policy improvements.

+ Encourage and promote the use of self-service tools and resources available to employees to help them find information and manage their HR needs.

+ Maintain a high level of accuracy in documenting and tracking every call and interaction in the case management system.

+ Ask probing and thoughtful questions to fully understand each employee's situation, identify the support they need, and guide them toward appropriate benefits and solutions.

+ Handle sensitive and confidential employee information with care and adhere to strict data privacy requirements.

+ Adapt quickly to changing workloads, prioritize tasks effectively, and follow through on commitments in a fast-paced environment.

+ Pivot efficiently between multiple communication channels and systems while maintaining attention to detail and keeping employee needs at the center of every interaction.

Essential Skills

+ Experience working directly with customers, demonstrating strong customer service skills and the ability to manage inbound calls, chats, and emails.

+ Proven ability to demonstrate empathy and handle sensitive situations with care and professionalism.

+ Strong communication skills, including the ability to explain complex information clearly and build rapport with employees.

+ Ability to research and use multiple resources to find accurate answers and information.

+ Experience working in a fast-paced, high-volume environment with constantly changing workloads.

+ Ability to manage confidential and sensitive employee information while adhering to strict data privacy requirements.

+ Strong problem-solving and analytical skills with a high level of attention to detail.

+ Ability to organize and manage multiple priorities effectively.

+ Proficiency with MS Office and comfort using technology and case management systems.

+ High degree of ownership and accountability in resolving employee issues.

Additional

Skills & Qualifications

+ Interest in gaining corporate experience in a large, dynamic organization.

+ Interest in developing or expanding HR-related experience, particularly in leave of absence, disability, and related HR services.

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

+ Ability to adjust communication style to meet the needs of employees from different regions and backgrounds.

+ Motivation to contribute to continuous improvement of processes and policies.

Work Environment

This role is 100% remote, allowing you to work from your home while supporting employees globally. You will be expected to have a dedicated workspace in your residence that enables you to perform your responsibilities effectively and maintain confidentiality. During training and the nesting period, you are expected to be on camera to support engagement and learning. The environment is fast-paced and high-volume, requiring frequent use of…