HR Call Agent

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Aston Carter

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1997

🎯 Recruiter

💼 Consulting

🤝 B2B

Recruitment • Consulting • B2B

Aston Carter is a global staffing and recruitment firm that provides contract and permanent talent solutions and consulting services to businesses. The company (an Allegis Group company) focuses on areas including accounting & finance, office & clerical, business transformation, sales & marketing, risk and KYC programs, and interim HR/staffing solutions. Aston Carter emphasizes candidate and client satisfaction, operates across four continents with more than 130 offices, and delivers staffing, contract staffing and specialised consulting services to enterprise clients.

📋 Description

• Own employee contacts from acceptance through investigation and resolution • Serve as the first point of contact for leave of absence, disability, and HR-related inquiries via phone, chat, and email • Handle case intake, answer policy questions, explain documentation requirements, and outline next steps • Use FAQs, knowledge base articles, and standard operating procedures to resolve inquiries and escalate unresolved cases • Conduct empathetic conversations to understand employee situations and adjust case management plans • Respond to issues during leave events with accurate, timely communication and documentation • Analyze leave, disability, and accommodation requests using judgment and critical thinking • Document and track every interaction in the case management system • Guide employees toward self-service tools and resources • Collaborate with HR Business Partners, Benefits, Payroll, Talent Management, Stocks, and Operations teams • Provide feedback on process changes and help improve HR policies and procedures • Protect confidential employee information under data privacy and security requirements • Adapt to changing workloads, priorities, communication channels, and high-volume service demands

🎯 Requirements

• Experience providing customer service or support, preferably handling inbound calls and chat-based inquiries • Ability to communicate empathy when dealing with employees and customers • Strong verbal and written communication skills • Ability to explain complex information clearly and professionally • Ability to research information using multiple resources • Ability to analyze situations, solve problems, and make sound decisions using judgment and critical thinking • Experience working in a fast-paced environment with changing workloads and priorities • Strong attention to detail and accurate interaction documentation in a case management or similar system • Ability to manage confidential and sensitive employee information while following strict data privacy standards • Organizational skills and ability to manage multiple priorities through completion • Customer-focused mindset • Prior human resources or HR support experience highly beneficial • Exposure to leave of absence, disability, or accommodations processes advantageous • Experience with global or multi-region employee populations a plus • Comfort using HR tools, case management systems, knowledge bases, and online self-service platforms • Ability to collaborate with HR, Benefits, Payroll, and Operations teams • Dedicated, quiet workspace at home • Flexibility to work with different time zones and handle high-volume interactions • Ability to be on camera during training and the nesting period

🏖️ Benefits

• Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D 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) • Dedicated, quiet home workspace • Camera use during training and nesting period