HR Call Center Agent

Aston Carter

HR Call Center Agent supporting employee leave, disability, and HR inquiries for Aston Carter’s corporate talent solutions. Resolving cases via phone, chat, and email in a fully remote environment.

Posted 8/15/2026contractRemote • Massachusetts • 🇺🇸 United StatesMid-LevelSenior💰 $21 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing employee inquiries related to leave of absence, disability, and HR processes while ensuring confidentiality and compliance with data privacy standards. Proficient in utilizing case management systems and collaborating with HR teams to enhance service delivery.

Highest-signal resume keywords

Case Management System ProficiencyLeave Of Absence Process KnowledgeEmpathetic Communication SkillsCritical Thinking And Problem SolvingAttention To Detail

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case ManagementLeave Of Absence ProcessingDocumentation RequirementsPolicy ExplanationInformation ResearchJudgment And Decision MakingConfidential Information ManagementOrganizational SkillsMulti-Channel CommunicationHR Support Experience

Soft Skills

EmpathyVerbal CommunicationWritten CommunicationAdaptabilityCollaboration

Tools & Technologies

Case Management SystemsKnowledge BasesOnline Self-Service PlatformsHR Tools

Industry Keywords

Data Privacy StandardsEmployee InquiriesHR Policies And ProceduresFast-Paced EnvironmentMulti-Region Employee Populations

About the role

Key responsibilities & impact

Take ownership of employee contacts and ensure inquiries are accepted, investigated, and resolved
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, assess employee needs, and adjust case management plans
Respond to leave-event issues with accurate and timely communication and documentation
Apply judgment and critical thinking to leave, disability, and accommodation requests
Document and track interactions accurately 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
Handle confidential employee information in accordance with data privacy and security requirements
Adapt to changing workloads, shifting priorities, and multiple communication channels in a fast-paced environment

Requirements

What you’ll need

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 adhering to data privacy standards
Organizational skills and ability to manage multiple priorities through completion
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 case management systems, knowledge bases, online self-service platforms, and HR tools
Ability to collaborate with HR, Benefits, Payroll, and Operations teams
Dedicated, quiet home workspace for confidential conversations
Ability to work with different time zones and handle high volumes of phone, chat, and email interactions

Benefits

Comp & perks

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)