[Remote] HR Support Agent (Call Center)

Note: The job is a remote job and is open to candidates in USA. Aston Carter is a leading corporate talent solutions provider specializing in various professions including human resources. They are seeking an HR Support Agent to handle employee inquiries related to leave, disability, and accommodations, ensuring a positive employee experience through effective communication and problem-solving skills. 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 Apply tot his job