Seasonal My HR Live Support Advisor , MHLS
About the position 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 inquiries primarily via phone, chats, tickets and emails from employee contact channels. • Resolve 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 resolution plan to each employee's changing needs. • Respond to employees impacting issues that may arise 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 resolution for their requests. • Consistently consult and collaborate with partner teams on process changes in an effort to resolve cross-functional issues to update and improve policies. Requirements • 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). Nice-to-haves • 5+ years' experience in contact center, customer service, human resources or equivalent experience. • 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 pace 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. Benefits • Full range of medical, financial, and/or other benefits depending on the position offered. • Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package. Apply tot his job