Amazon Seasonal HR Contact Center Associate, Employee Resource Center, Disability Leave Services Support (Work from Home Jobs)
Job Responsibilities : Amazon Seasonal HR Contact Center Associate, Employee Resource Center, Disability Leave Services Support (Work from Home Jobs)
Salary : Competitive Salary
Company : Amazon
Seasonal HR Contact Center Associate, Employee Resource Center, Disability Leave Services Support
Job ID: 2282591 | Amazon.com Services LLC
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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.
***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.
BASIC QUALIFICATIONS
6+ months of human resources experience
6+ months of customer service experience
6+ months of Microsoft Office products and applications experience
High school or equivalent diploma
PREFERRED QUALIFICATIONS
1+ years of human resources experience
1+ years of customer service experience
1+ years of Microsoft Office products and applications experience
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/us.
Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Workers in New York City who perform in-person work or interact with the public in the course of business must show proof they have been fully vaccinated against COVID or request and receive approval for a reasonable accommodation, including medical or religious accommodation.
