HR Contact Center Associate, ERC DLS

DESCRIPTION

Job summary
At Amazon we believe that every day is still Day One. We are striving to be Earth’s Best Employer and to get there, we need exceptionally talented, bright, and driven people. Join Amazon's Employee Resource Center (ERC) - Disability and Leave Services (DLS) team and help make a difference for all Amazonians. Our organization, delivers best-in-class Leave of Absence, Disability and Accommodations services to Amazon employees, applicants, job seekers, and candidates globally. We provide accurate, consistent and timely responses to inquiries from various contact channels – phone, web case and chat.
The ERC DLS Support Associate is dedicated to servicing the Disability, Leave, and Accommodation space, interacting with Amazon employees in a way that builds trust by providing accurate information and resolving issues. This role is unique as it will require you to use critical thinking and fact-finding skills to make decisions that will lead the entire leave and/or accommodation process from intake to case management support.
Our Associates must be able to ask probing questions to fully understand the issue, follow business processes with high attention to detail, use multiple resources to find the right information and communicate effectively with the employee. A high degree of ownership, strong communication skills, and the ability to handle sensitive situations with care are essential for this position. This is a fast-paced environment requiring ability to quickly pivot through several communication forms, prioritization of work to be completed as well as follow-through and execution with attention to details while always keeping the customers’ needs first.
The ERC DLS Support team is comprised of approximately ~900 associates supporting Amazon employees globally within multiple languages. ERC DLS associates provide services 24 hours a day, 7 days a week in some countries.
As an ERC DLS Support Associate your responsibilities will be:
• Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of customer focus.
• Serve as the first point of contact for Leave, Disability, and Accommodation related inquiries, including but not limited to case intake, general policy questions, documentation, next steps and requirements to expedite the process.
• Resolve such inquiries by referring to available documentation e.g. frequently asked questions and standard operating procedures – escalate when these cannot be resolved.
• Build customer trust through empathetic, personalized conversations.
• Receive queries via phone, email or chat 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.


Key job responsibilities
**As an HR Contact Center Associate that supports disability, leave, and accommodation, your responsibilities will be:**

* 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
* Have the flexibility to work a variable shift between 5:00 AM PST- 8:30 PM PST Sundays to Saturdays, subject to business needs.

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
• 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.

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.