JOB DESCRIPTION

Join a dynamic team where every day is an opportunity to contribute to a supportive environment. Our organization provides exceptional Leave of Absence, Disability, and support services to employees globally. We aim to deliver timely and accurate responses through various contact channels such as phone, web case, and chat. As part of the My HR Live Support team, you will be instrumental in creating a world-class employee experience.

ESSENTIAL SKILLS

• Experience in customer support, particularly through phone and chat.
• Strong HR knowledge.
• Excellent communication skills.
• Demonstrated ability to show empathy.
• Research skills to find answers and information.

ADDITIONAL SKILLS & QUALIFICATIONS

• Experience dealing with customers, with exceptional empathy skills.
• Ability to adjust to changing workloads and manage contacts in a fast-paced environment.
• Capability to manage confidential and sensitive information.
• Data privacy awareness and ability to analyze, problem solve, organize, and manage multiple priorities.

RESPONSIBILITIES

• Take ownership of employee contacts, ensuring each interaction is resolved with a high degree of problem-solving and customer focus.
• Serve as the first point of contact for inquiries related to Leave, Disability, and other HR issues via phone, chat, and email.
• Resolve inquiries using available documentation, escalating when necessary.
• Build trust through empathetic, personalized conversations, adjusting case management plans as needed.
• Respond to issues during leave events, ensuring accurate communication and documentation.
• Use judgment and critical thinking to balance process adherence with employee needs, analyzing and deciding on disability, leave, and accommodation requests.
• Collaborate with partner teams on process changes to resolve cross-functional issues and update policies.

available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 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