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Seasonal My HR Live Support Advisor , MHLS

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Amazon

22d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    People, HR & Administration
  • Washington

AI generated summary

  • You need 2-5+ years in customer service or HR, proficiency in Microsoft Office, flexible schedule, HR consultation experience, empathy in customer interactions, and strong organizational skills.
  • You will resolve employee inquiries via phone, chat, and email, using documentation and critical thinking, while building trust through personalized communication and collaborating with partner teams.

Requirements

  • 2-5+ years’ experience in contact center, customer service, human resources or equivalent experience.
  • Proven ability using Microsoft Office skills and other computer or internet based programs
  • Schedule flexibility (support a 24x7 operations)
  • 5+ years’ experience in contact center, customer service, human resources or equivalent experience.
  • Previous HR experience.
  • Bachelor's degree or advanced college education in a related field included but not limited to; Human Resources, Business Administration or Organization Development.
  • 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.
  • Detail oriented with ability to analyze, problem solve, organize and manage multiple priorities.

Responsibilities

  • Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of problem solving and customer obsession.
  • Receive and resolve inquiries primarily via phone, chats, tickets and emails from employee contact channels.
  • Resolve inquiries holistically by referring to available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures – escalate when these cannot be resolved.
  • Build customer trust through empathetic, personalized conversations by assessing and adjusting resolution plan to each employee’s changing needs.
  • Respond to employees impacting issues that may arise and ensure the right communication and documentation occurs, even when information is limited.
  • Use high judgement, critical thinking and rationale to balance process adherence with employee’s needs to analyze and decide on resolution for their requests.
  • Consistently consult and collaborate with partner teams on process changes in an effort to resolve cross-functional issues to update and improve policies.

FAQs

What qualifications are required for the Seasonal My HR Live Support Advisor position?

The position requires 2-5+ years of experience in contact center, customer service, human resources or equivalent experience, as well as proven Microsoft Office skills and schedule flexibility to support a 24x7 operation.

Is prior HR experience necessary for this role?

While previous HR experience is preferred, it is not explicitly required, though candidates should possess strong customer service skills and the ability to handle sensitive employee issues with empathy.

What are the main responsibilities of the Seasonal My HR Live Support Advisor?

Key responsibilities include taking ownership of employee inquiries via phone, chat, tickets, and emails, resolving issues using documentation, building trust with employees, and collaborating with partner teams on process changes.

Is this a seasonal position?

Yes, this is a seasonal opportunity with an assignment duration of eleven months based on business needs, and conversion to a full-time position is not guaranteed.

What is the pay range for this position?

The base pay for this role ranges from $16.01/hr in the lowest geographic market up to $34.23/hr in the highest geographic market, depending on factors such as market location, and job-related knowledge, skills, and experience.

Can I work from home in this role?

Yes, this position may offer remote working options, but it is done in a hybrid format.

Are there any specific benefits offered for this position?

Seasonal employees may not qualify for specific benefits and time off options based on their employee classification. For more information about benefits, please visit Amazon's employee benefits page.

Is there flexibility in scheduling for this role?

Yes, schedule flexibility is required as the position supports a 24x7 operational environment.

How does Amazon promote diversity and inclusion in the workplace?

Amazon is committed to creating a diverse and inclusive workplace and is an equal opportunity employer, ensuring that there is no discrimination based on race, gender, gender identity, sexual orientation, or other legally protected statuses.

Is training provided for new hires in the My HR Live Support team?

Yes, training will be provided to equip new hires with the necessary skills and knowledge to succeed in their roles and effectively support Amazon employees.

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Amazon

Retail & Consumer Goods
Industry
10,001+
Employees
1994
Founded Year

Mission & Purpose

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1."​ What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.