Benefits Customer Service Representative - REMOTE

Join the My HR Live Support (MHLS) Benefits team and help make a difference for all employees! The MHLS team provides HR assistance by delivering accurate, consistent, and timely responses to inquiries from various contact channels such as phone, chats, and HR cases. The role of the HR Assistant II within the MHLS Benefits organization is to serve as a first point of contact for employee-related inquiries and holistic case management services, including financial, health, and internal reviews to ensure compliance with benefit plans.

Responsibilities

• Serve as the initial contact for employee inquiries regarding benefits and provide holistic case management services.
• Utilize critical thinking and fact-finding skills to support the entire benefits process, from intake to case management.
• Take ownership of employee contacts, ensuring each case is accepted and resolved with a high degree of problem-solving and customer focus.
• Build trust through empathetic and personalized conversations, adjusting case management plans to meet employees' changing needs.
• Manage workload effectively to meet service level agreements (SLAs) and productivity goals.
• Resolve inquiries using available documentation, escalating when necessary.
• Respond to employee-impacting issues during benefits events, ensuring proper communication and documentation.
• Consult and collaborate with partner teams on process changes to resolve cross-functional issues and improve policies.

• Excellent organizational and time management skills.
• Strong customer service focus with an ability to prioritize quality and customer experience.
• Excellent verbal and written communication skills.
• Ability to understand benefit terms and programs.
• Quick decision-making and problem-solving skills.
• High degree of ownership and ability to handle sensitive situations with empathy.
• Ability to work in a fast-paced environment, pivoting through communication forms and prioritizing tasks.

• 2+ years’ experience in Benefits or Human Resources, preferably in a contact center or shared service environment.
• Experience in rapidly changing work environments.
• Outstanding customer service and communication skills.
• Adaptability to a flexible working environment.
• Technical proficiency with Microsoft Office Suite or similar software.
• Bilingual in Spanish (a plus but not required).

This position is 100% remote, offering a flexible working environment that allows for effective work-life balance.

Job Type & Location

This is a Contract position based out of Concord, NC.

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 20, 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.