Job Responsibilities : HR Contact Center Associate – Work From Home, ERC DLS
Salary : $55000 per year
Company : Amazon.com Services LLC
Location : Remote US
3+ years of contact center or equivalent experience.
4+ months as an ERC DLS associate
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 is comprised of approximately 900 associates supporting Amazon employees in 49 countries and 19 languages. ERC associates are located in nine locations globally.
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
Work cross-departmentally with a teammate first approach
Receive queries via phone, email or chat and log contacts into the shared service case management system
Maintain a high level of responsibility and accountability to being punctual and adhering to an assigned schedule
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
4+ years of contact center or equivalent experience
Previous experience working in a virtual environment
Basic US legislation Leave of Absence and Accommodations knowledge.
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
Proven ability to manage customer contacts in a fast paced environment.
Proven ability to adjust to constantly changing workloads.
Proven ability to follow existing process with high attention to detail.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/