Note: The job is a remote job and is open to candidates in USA. Aston Carter provides world-class corporate talent solutions and is seeking an HR Support Agent to manage phone-related contacts from employees across multiple regions. The role involves resolving inquiries related to Leave, Disability, and Accommodations while ensuring a positive employee experience through effective communication and problem-solving.
Responsibilities
• Take ownership of employee contacts, ensuring each is resolved with a high degree of problem-solving and customer focus
• Receive and resolve inquiries primarily via phone, chats, and emails, serving as the first point of contact for Leave, Disability, and Accommodation-related inquiries, including but not limited to case intake, general policy questions, documentation, next steps, and requirements to expedite the process
• Utilize available documentation, such as FAQs and knowledge base articles to resolve inquiries, escalating when necessary
• Build trust through empathetic, personalized conversations and adjust case management plans to meet employees' changing needs
• Respond to employee issues that arise during leave events, ensuring proper communication and documentation
• Use judgment and critical thinking to balance process adherence with employee needs when analyzing disability, leave, and accommodation requests
• Collaborate with partner teams on process changes to resolve cross-functional issues and improve policies
Skills
• 2-5+ years' experience in human resources, contact center, customer service, or equivalent experience
• Proven ability using Microsoft Office skills and other computer or internet-based programs
• Schedule flexibility (support a 24x7 operation)
• Ability to research and find information independently
• Experience dealing with customers and exceptional use of empathy skills
• Proven ability to adjust to changing workloads and manage customer contacts in a fast-paced environment
• Ability to manage confidential and sensitive employee information
• Detail-oriented with problem-solving, organizational, and prioritization skills
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)
Company Overview
• Aston Carter is a staffing and recruiting company providing risk and compliance services. It was founded in 1997, and is headquartered in London, England, GBR, with a workforce of 1001-5000 employees. Its website is https://www.astoncarter.com/en.
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