DESCRIPTION
Job summary
Join Amazon’s Employee Resource Center (ERC) team and help make a difference for all Amazonians. The ERC provides HR assistance to Amazon employees, in the form of accurate, consistent, and timely responses to inquiries from various contact channels – phone, web case and chat. The ERC primarily exists to help Amazon employees find answers to their questions and solve their complex HR problems. The ERC team supports Amazon employees in 49 countries and 14 languages. ERC associates are located in nine locations globally.
We are currently growing our team of HR Contact Center Associates that are dedicated to servicing the disability, leave, and accommodation space. In this role, team members interact directly with Amazon employees in a way that builds trust by providing accurate information and resolving issues. The virtual contact center associate must be able to ask probing questions to fully understand the issue, follow business processes with high attention to detail, use multiple resources effectively to find the right information and communicate effectively to the employee. A high degree of ownership, strong communication skills, and the ability to handle sensitive situations with care are essential for this position.
As an HR Contact Center Associate that supports disability, leave, and accommodation, your responsibilities will be:
- Work a variable shift of in a 24×7 environment, anticipated assignment duration to last 6-7 months, subject to change due to business needs.
- Serve as the first point of contact for leave, disability, and accommodation related questions
- Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of customer focus
- Resolve queries by referring to documentation such as frequently asked questions and standard operating procedures and escalate when these cannot be resolved
- Build customer trust through empathetic personalized conversations
- Receive queries via phone and log contacts into the shared service case management system
- Work closely with partner teams to keep up to date on process changes, partner for quick resolution of cross-functional issues, and consult to improve processes
***This is a seasonal opportunity with an assignment duration of six (6) to seven (7) months based on business needs. Conversion from this seasonal role to a regular full time position is not guaranteed. Seasonal employees may not qualify for specific benefits and time off options based on their employee classification.
Applicants from the following states will also be considered: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Michigan, Mississippi, Missouri, Nebraska, Nevada, New Jersey, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Dakota, Tennessee, Texas, Vermont, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.
BASIC QUALIFICATIONS
- High School diploma
- 3+ years of contact center, customer service, human resources or equivalent experience
- Proven ability using Microsoft Office skills and other computer or internet based programs
- Demonstrated proficiency handling customer contacts, queries and resolutions
PREFERRED QUALIFICATIONS
- 4+ years of contact center, customer service, human resources or equivalent experience
- Basic US legislation Leave of Absence and Accommodations knowledge.
- Previous experience working with SalesForce or similar programs
- 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
- Detail oriented with ability to analyze, problem solve, organize and manage multiple priorities.
- 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.