HR Customer Service Representative

🔥 0 minutes ago

🤠 Texas – Remote

🤠 Texas – 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

• Take ownership of employee contacts and ensure interactions are accepted, managed, and resolved. • Respond to employee inquiries via phone, chat, and email regarding leave, disability, and related HR questions. • Handle case intake, policy clarification, documentation requirements, next steps, and process expectations. • Resolve inquiries using FAQs, knowledge base articles, and standard operating procedures; escalate unresolved cases. • Build trust through empathetic, personalized conversations and adapt case management plans. • Respond to issues during leave events with appropriate communication and documentation. • Analyze and decide on disability, leave, and accommodation requests while balancing processes with employee needs. • Collaborate with HR Business Partners, Benefits, Stocks, Payroll, Talent Management, and Operations teams. • Promote employee self-service tools and resources. • Document and track calls and interactions accurately in the case management system. • Ask probing questions to understand employee situations and guide them toward benefits and solutions. • Protect confidential employee information and follow data privacy requirements. • Manage changing workloads, prioritize tasks, and switch between communication channels and systems.

🎯 Requirements

• Direct customer service experience managing inbound calls, chats, and emails • Empathy and professionalism when handling sensitive situations • 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, analytical, and attention-to-detail skills • Ability to organize and manage multiple priorities • Proficiency with MS Office and comfort using technology and case management systems • High ownership and accountability in resolving employee issues • Interest in corporate and HR-related experience, particularly leave of absence, disability, and related HR services • Comfort collaborating with cross-functional HR, benefits, payroll, and operations teams • Ability to adjust communication style for employees from different regions and backgrounds • Dedicated home workspace that enables effective performance and confidentiality

🏖️ 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) • Remote work from home • Dedicated workspace provided by the employee • Camera-on training and nesting period for engagement and learning