Benefits Customer Service Representative - REMOTE

Hiring for REMOTE Customer Service Representatives to support a Benefits team at a large tech company! If interested, please apply directly.

Job Description

Join the My HR Live Support Benefits team and serve as a primary point of contact for employees seeking assistance with their benefits. In this role, you provide accurate, consistent, and timely responses to inquiries across phone, chat, and HR case channels while managing cases holistically from intake through resolution. You use critical thinking, strong judgment, and a high degree of ownership to support employees with financial, health, and other benefit-related matters, building trust through empathetic and personalized service in a fast-paced, dynamic environment.

Responsibilities

• Serve as the first point of contact for employee inquiries related to benefits, including financial, health, and internal review matters, ensuring each interaction is handled with care and professionalism.
• Provide accurate, consistent, and timely responses to employee questions received through multiple channels such as phone, chat, and HR case management systems.
• Take full ownership of employee contacts by accepting, investigating, and resolving each case with a high degree of problem solving and customer focus.
• Manage benefit-related cases holistically from intake through case management support, ensuring all steps in the benefits process are followed and documented appropriately.
• Assess each employee’s situation and adjust the case management plan as their needs evolve, delivering personalized and empathetic support.
• Use high judgment and critical thinking to balance adherence to established processes with the unique needs of each employee, escalating issues when necessary.
• Refer to and interpret available documentation, including frequently asked questions, knowledge base articles, and standard operating procedures, to resolve inquiries efficiently.
• Identify and escalate issues that cannot be resolved at the first point of contact, ensuring proper communication and handoff to partner teams when needed.
• Respond promptly to employee-impacting issues that arise during benefits events, ensuring clear communication and thorough documentation even when information is limited.
• Consult and collaborate regularly with partner teams on process changes and cross-functional issues to help update and improve policies and procedures.
• Effectively manage workload to meet established service level agreements (SLAs) and productivity goals while maintaining high quality and customer experience standards.
• Prioritize tasks and manage time efficiently in a fast-paced environment, pivoting quickly between communication channels and case types as needed.
• Handle sensitive employee situations with discretion, empathy, and a high degree of ownership, maintaining confidentiality and trust at all times.
• Demonstrate strong verbal and written communication skills in all employee interactions, ensuring information is clear, concise, and easy to understand.
• Continuously apply and deepen understanding of benefit terms and programs to provide accurate guidance and support to employees.

Essential Skills

• 2+ years of experience working in benefits or human resources, preferably in a contact center or shared services environment.
• Proven experience working effectively in rapid and complex changing work environments.
• Strong customer service focus with the ability to prioritize quality and overall customer experience.
• Excellent organizational and time management skills, with the ability to manage multiple cases and tasks simultaneously.
• Outstanding verbal and written communication skills, with the ability to explain complex benefit information clearly.
• Ability to understand benefit terms, programs, and related processes to support employees accurately.
• Demonstrated ability to act quickly and address customer issues while exercising strong judgment and decision-making.
• High degree of ownership and accountability, especially when handling sensitive or complex employee situations.
• Ability to work in a fast-paced environment, quickly pivoting between communication channels and priorities while maintaining attention to detail.
• Proven ability to adapt to a flexible working environment and evolving processes.
• Technical aptitude and proficiency with Microsoft Office Suite or similar software tools.
• Strong problem-solving and critical thinking skills, with the ability to use available resources such as FAQs, knowledge bases, and standard operating procedures to resolve issues.

Additional Skills & Qualifications

• Bilingual proficiency in Spanish is a plus but not required.
• Experience working in a contact center or shared services environment supporting HR or benefits inquiries.
• Demonstrated ability to collaborate with cross-functional teams to resolve issues and improve processes.
• Experience managing sensitive employee information with discretion and professionalism.
• Interest in gaining experience in benefits administration within a large corporate environment.

Work Environment

This position is 100% remote, allowing you to perform all responsibilities from a home-based or remote office setting. You will work in a fast-paced, dynamic environment that involves handling multiple communication channels, including phone, chat, and HR case management systems. The role requires regular use of computers and standard office software, including Microsoft Office Suite or similar tools, to research information, document cases, and communicate with employees and partner teams. You will collaborate virtually with colleagues and stakeholders, adapting to evolving processes and procedures while maintaining a professional and focused remote work setup.

This is a Contract position based out of Houston, TX.

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)

This is a fully remote position.

This position is anticipated to close on Jul 17, 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® Platinum Award 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 astoncarteraccommodation@astoncarter.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.