HR Customer Service Representative

Aston Carter

HR customer service representative supporting employee HR, leave, and disability inquiries for Aston Carter’s corporate talent solutions. Resolving cases through phone, chat, email, research, and cross-functional HR collaboration.

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

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills and the ability to manage confidential employee information while effectively collaborating with HR and related teams. Proficient in analyzing leave and disability requests, utilizing critical thinking, and adapting communication styles to diverse employee needs.

Highest-signal resume keywords

Customer Service SkillsCase Management SystemsData Privacy RequirementsProblem-Solving SkillsMS Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case IntakePolicy ClarificationDocumentation RequirementsAnalytical SkillsAttention to DetailResearch SkillsProcess ImprovementLeave of Absence ServicesDisability ServicesEmployee Self-Service Tools

Soft Skills

EmpathyCommunication SkillsAdaptabilityTrust BuildingOrganizational Skills

Tools & Technologies

Case Management SystemMS OfficeEmployee Self-Service Tools

Industry Keywords

HRLeave ManagementDisability ManagementConfidentialityHigh-Volume Environment

About the role

Key responsibilities & impact

Own employee contacts from acceptance through resolution
Respond to HR, leave, disability, and related inquiries via phone, chat, and email
Handle case intake, policy clarification, documentation requirements, next steps, and process expectations
Resolve inquiries using FAQs, knowledge base articles, and standard operating procedures
Escalate cases that cannot be resolved at first level
Build trust through empathetic, personalized conversations
Respond to issues during leave events and maintain communication and documentation
Analyze disability, leave, and accommodation requests using judgment and critical thinking
Collaborate with HR Business Partners, Benefits, Stocks, Payroll, Talent Management, and Operations
Promote employee self-service tools and resources
Document and track every interaction accurately in the case management system
Ask probing questions to identify employee needs and guide them toward benefits and solutions
Protect confidential employee information and follow data privacy requirements
Prioritize changing workloads and shift efficiently between communication channels and systems

Requirements

What you’ll need

Experience working directly with customers
Strong customer service skills managing inbound calls, chats, and emails
Ability to demonstrate empathy and handle sensitive situations professionally
Strong communication skills and ability to explain complex information clearly
Ability to research multiple resources for accurate answers
Experience in a fast-paced, high-volume environment
Ability to manage confidential employee information and follow strict data privacy requirements
Strong problem-solving and analytical skills
High attention to detail
Ability to organize and manage multiple priorities
Proficiency with MS Office
Comfort using technology and case management systems
High ownership and accountability
Interest in gaining corporate experience
Interest in developing HR-related experience, especially leave of absence and disability services
Comfort collaborating with HR, benefits, payroll, and operations teams
Ability to adapt communication style for employees from different regions and backgrounds
Motivation to improve processes and policies
Dedicated workspace at home enabling effective performance and confidentiality
Camera use required during training and nesting period

Benefits

Comp & perks

Medical, dental & vision
Critical Illness, Accident, and Hospital coverage
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Voluntary Life & AD&D insurance 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)
100% remote work from home
Dedicated home workspace
Camera-on training and nesting period