HR Customer Service Representative

🔥 0 minutes ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

💵 $21 / hour

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

💝 Customer Support

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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

• Provide first-line HR support to employees via phone, chat, and email • Handle inquiries about leave of absence, disability, accommodations, and related HR services • Conduct case intake, clarify policies and documentation requirements, and explain next steps • Resolve inquiries using FAQs, knowledge base articles, and standard operating procedures • Escalate cases that cannot be resolved at first level • Build trust through empathetic and personalized employee interactions • Respond to issues during leave events and maintain appropriate communication and documentation • Analyze disability, leave, and accommodation requests using judgment and critical thinking • Collaborate with HR Business Partners, Benefits, Stocks, Payroll, Talent Management, and Operations • Promote employee self-service tools and resources • Accurately document and track all calls and interactions in the case management system • Protect confidential employee information and comply with data privacy requirements • Prioritize changing workloads and switch between communication channels and systems • Support process and policy improvements in a fast-paced, high-volume environment

🎯 Requirements

• Direct customer service experience handling inbound calls, chats, and emails • Strong customer service skills • Ability to demonstrate empathy and handle sensitive situations professionally • Strong communication skills and ability to explain complex information clearly • Ability to research multiple resources to find accurate information • Experience in a fast-paced, high-volume environment with changing workloads • Ability to manage confidential employee information and follow strict data privacy requirements • Strong problem-solving and analytical skills • High attention to detail • Ability to organize and manage multiple priorities • Proficiency with MS Office • Comfort using technology and case management systems • High ownership and accountability in resolving employee issues • Interest in corporate and HR-related experience, especially leave of absence, disability, and related HR services • Comfort collaborating with HR, benefits, payroll, and operations teams • Ability to adjust communication style for employees from different regions and backgrounds • Motivation to contribute to continuous process and policy improvement • Dedicated workspace at home that supports effective work and confidentiality • Camera use required during training and 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) • Work-from-home arrangement • Dedicated workspace requirement for remote work • Camera-on training and nesting period