HR Customer Service Representative

Aston Carter

HR Assistant providing remote phone, chat, and email support for Aston Carter’s corporate talent-solutions clients. Handling leave, disability, accommodation, and HR inquiries in a high-volume case-management environment.

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

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills with a focus on managing employee inquiries related to leave, disability, and HR services. Proficient in case management, data privacy, and effective communication across diverse employee backgrounds.

Highest-signal resume keywords

Customer Service ExperienceEmpathy and ProfessionalismStrong Communication SkillsProblem-Solving and Analytical SkillsMS Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case ManagementData Privacy ComplianceLeave of Absence ManagementDisability ManagementDocumentation RequirementsPolicy ClarificationAnalytical SkillsAttention to DetailResearch SkillsMulti-Priority Management

Soft Skills

EmpathyProfessionalismAdaptabilityTrust BuildingEffective Communication

Tools & Technologies

Case Management SystemsMS OfficeEmployee Self-Service Tools

Industry Keywords

HR ServicesEmployee InquiriesConfidential Information ManagementCross-Functional CollaborationHigh-Volume Environment

About the role

Key responsibilities & impact

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

What you’ll need

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

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