HR Support Specialists *REMOTE *Weekends

$43,680 - $43,680/Yr

Aston Carter - Houston, TX

Full-time - Entry Level

Remote - Houston, TX

Administrative and Support Services

About the position

Join the My HR Live Support (MHLS) team and help make a difference for all employees! The MHLS team provides HR assistance to organizational employees in the form of accurate, consistent, and timely responses to inquiries from various contact channels - phone, chats, and HR cases. The role of the HR Assistant II in the My HR Live Support organization is to serve as a first point of contact for employee-related inquiries and holistic case management services, including but not limited to financial, health, and internal review to meet compliance with corresponding benefit plans as defined by the organization. The MHLS Benefits organization is dedicated to servicing the Benefits space, interacting with organizational employees in a way that earns trust by providing accurate information and resolving issues. This role requires critical thinking and fact-finding skills to make decisions that support the entire benefits process from intake to case management support. A MHLS HR Assistant takes ownership of employee contacts ensuring that each case is accepted and resolved with a high degree of problem-solving and customer obsession. They build customer trust through empathetic and personalized conversations by assessing and adjusting the case management plan to each employee's changing needs. A MHLS HR Assistant manages their workload effectively to meet SLAs and productivity goals. They use high judgment, critical thinking, and rationale to balance process adherence with employee's needs. They resolve inquiries holistically by referring to available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures - escalating when these cannot be resolved. They respond to employee-impacting issues that may arise during the benefits event and ensure that proper communication and documentation occurs, even when information is limited. A MHLS HR Assistant consistently consults and collaborates with partner teams on process changes in an effort to resolve cross-functional issues to update and improve policies.

Responsibilities

• Serve as the first point of contact for employee-related inquiries.
• Provide holistic case management services related to financial, health, and compliance with benefit plans.
• Respond to inquiries through various contact channels including phone, chats, and HR cases.
• Build customer trust through empathetic and personalized conversations.
• Manage workload effectively to meet SLAs and productivity goals.
• Utilize critical thinking and judgment to balance process adherence with employee needs.
• Resolve inquiries by referring to documentation and escalating when necessary.
• Respond to employee-impacting issues during benefits events and ensure proper communication and documentation.
• Collaborate with partner teams on process changes to resolve cross-functional issues.

Requirements

• 2+ years' experience working in Benefits or Human Resources, preferably in a contact center or shared service environment.
• Experience with rapid and complex changing work environments.
• Must have call center experience.
• Outstanding customer service and communication skills.
• Technical aptitude and proficiency with Microsoft Office Suite or similar software.
• Excellent organizational and time management skills.
• Strong customer service focus with the ability to prioritize quality and customer experience.
• Excellent verbal and written communication skills.
• Ability to understand benefit terms and programs.
• Ability to act quickly and address customer issues while demonstrating strong judgment and decision-making skills.
• A high degree of ownership and the ability to handle sensitive situations with care and empathy.
• Ability to work within a fast-paced environment requiring quick pivots and attention to detail.

Benefits

• Remote work opportunity
• Potential for contract extension or conversion after 6 months
• Competitive hourly compensation of $21/hr