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Crisis Support Representative
Aston Carter. Provide empathetic, real-time support to employees seeking information and assistance related to bereavement policy and bereavement time off .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing empathetic support and guidance on bereavement policies while ensuring compliance with regulations and maintaining accurate documentation. Strong communication and organizational skills are essential for managing sensitive cases and collaborating with internal teams.
Highest-signal resume keywords
Human Resources ExperienceBereavement Policy GuidanceCase ManagementMicrosoft Office ProficiencyStrong Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
EmpathyAttention to DetailOrganizational SkillsDe-escalation Skills
Tools & Technologies
Microsoft WordMicrosoft ExcelMicrosoft PowerPointMicrosoft Outlook
Industry Keywords
Bereavement PolicyEmployee ExperienceComplianceStandard Operating ProceduresHR Processes
About the role
Key responsibilities & impact- Provide empathetic, real-time support to employees seeking information and assistance related to bereavement policy and bereavement time off
- Guide employees through bereavement policies with clarity, compassion, and respect for individual circumstances
- Handle inbound and outbound phone calls, chats, tickets, and cases through specialized support queues
- Critically assess each case and adjust the case management plan as employee needs evolve
- Address sensitive situations, prioritize employee experience, and de-escalate complex or emotionally charged cases
- Manage workload to meet productivity goals and proactively escalate significant changes or gaps
- Communicate regular updates to employees and internal stakeholders verbally and in writing
- Ensure compliance with standard operating procedures, applicable federal and state regulations, and internal company policies
- Maintain accurate and timely system records and documentation for all cases and interactions
- Partner with internal teams and HR business partners to provide coordinated support across functions
- Support a centralized bereavement program for employees of a large technology company
Requirements
What you’ll need- Minimum of 1 year of human resources experience
- Experience working with HR processes and systems
- Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook
- Ability to work a flexible schedule that may include weekends, nights, and holidays
- Ability to speak, read, and write fluently in English
- Strong communication skills with the ability to convey complex policy information in a clear and empathetic manner
- Solid organizational skills and attention to detail to manage multiple cases and documentation accurately
Benefits
Comp & perks- Medical, dental & vision
- Critical Illness, Accident, and Hospital coverage
- 401(k) Retirement Plan with pre-tax and Roth post-tax contributions
- Voluntary Life & AD&D insurance for the employee and dependents
- Short- and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)