HR Support Agent (Call Center)

Job Title: HR Support Agent Objective: The HR Support Agent is an HR representative that takes care of phone related contacts from employees across the US, EMEA(Europe), Canada and LATAM (Latin America). Associates will work one-on-one with employees of these areas while maintaining successful partnerships with HR Business Partners, Benefits, Stocks, Payroll, Talent Management and Operations partners to find the solution for the customer while providing a world-class employee experience. In this role you will master your research skills and ability to resolve HR, Disability, Leave, and/or Accommodation issues coming in via the MHLS phone system while using our case management system to document and track every call with high level of accuracy. Moreover, you will encourage self-service tools available for all employees. Job Description Join our team dedicated to providing world-class Leave of Absence, Disability, and employee services to support our global workforce. We are seeking talented individuals to work with employees across the US, EMEA, Canada, and LATAM, offering accurate and timely responses to inquiries through various contact channels including phone, web, and chat. As part of our team, you will play a crucial role in ensuring a seamless and positive employee experience. 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. Essential 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 Additional Skills & Qualifications • 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 Work Environment This is a 100% remote position. Candidates are expected to be on camera during the training and nesting period. You must have a dedicated space in your residence to successfully perform the role and responsibilities. Job Type & Location This is a Contract position based out of Pensacola, FL. Pay and Benefits The pay range for this position is $21.00 - $21.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • 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) Workplace Type This is a fully remote position. Application Deadline This position is anticipated to close on Jan 16, 2026. About Aston Carter: Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email [email protected] for other accommodation options. Apply tot his job