Benefits Customer Support (100% Remote)

We are currently seeking to hire multiple remote positions to support our client's organizational employees within their US Benefits team. This team serves as a first point of contact for employees seeking assistance with their benefit programs. This employee support role provides accurate, consistent, and timely responses to inquiries received through phone, chat, and HR case channels, and delivers holistic case management across financial, health, and internal review processes. These positions build trust by offering empathetic, personalized support, ensuring issues are resolved in line with benefit plan requirements while maintaining a strong focus on quality, compliance, and customer experience in a fast-paced, remote environment.

Responsibilities

• Serve as the first point of contact for employees with questions or issues related to US benefits, including financial and health benefits, through phone, chat, and HR case channels.
• Provide accurate, consistent, and timely responses to employee inquiries by leveraging frequently asked questions, knowledge base articles, and standard operating procedures.
• Manage employee cases holistically from intake through resolution, ensuring each case is accepted, tracked, and closed with a high degree of ownership and accountability.
• Assess each employee’s situation and adjust the case management plan as their needs change, delivering empathetic and personalized support throughout the process.
• Apply critical thinking, fact-finding, and sound judgment to make decisions that support the benefits process and ensure compliance with corresponding benefit plans.
• Balance adherence to established processes with the need to address individual employee circumstances, always prioritizing quality and customer experience.
• Respond to issues that arise during benefits events, ensuring appropriate communication, documentation, and follow-up, even when information is limited.
• Collaborate and consult with partner and cross-functional teams on process changes, helping to resolve cross-functional issues and support updates to policies and procedures.
• Effectively manage workload to meet service level agreements (SLAs), productivity goals, and quality standards in a dynamic environment.
• Quickly pivot between multiple communication channels and tasks while maintaining attention to detail and consistent follow-through.
• Handle sensitive and confidential situations with care, empathy, and professionalism, building trust with employees.
• Continuously stay informed about benefit terms and programs to ensure accurate guidance and support to employees.

Essential Skills

• Minimum of 2+ years of customer and/or employee support experience, preferably in a contact center or shared service environment.
• Knowledge of benefits industry and/or terminology.
• Demonstrated experience working in rapid and complex changing work environments.
• Strong customer service focus with the ability to prioritize quality and overall customer experience.
• Excellent verbal and written communication skills, with the ability to clearly explain benefit terms and programs.
• Ability to understand and interpret benefit terms, programs, and related documentation.
• Strong organizational and time management skills, with the ability to manage multiple cases and tasks simultaneously.
• Proven problem-solving skills, including critical thinking and fact-finding to support sound decision-making.
• High degree of ownership and accountability for resolving employee inquiries and cases.
• Ability to handle sensitive situations with care, empathy, and professionalism.
• Comfort working in a fast-paced environment that requires frequent prioritization, quick pivots between communication forms, and consistent follow-through.
• Technical aptitude and proficiency with Microsoft Office Suite or similar software tools.
• Outstanding customer service and communication skills in a service-oriented environment.
• Ability to adapt to a flexible working environment and adjust to changing processes and priorities.

Additional Skills & Qualifications

• Experience in a contact center or shared service HR environment supporting benefits administration.
• Demonstrated ability to collaborate with cross-functional teams to resolve issues and improve processes.
• Experience using knowledge bases, FAQs, and standard operating procedures to resolve employee inquiries.
• Ability to exercise strong judgment and decision-making when addressing customer issues.

Work Environment

This role is 100% remote, allowing you to support employees from a home-based environment while remaining fully connected to the US Benefits team. You will work in a fast-paced, dynamic setting that requires frequent switching between communication channels such as phone, chat, and online HR case systems. The position relies on digital tools and resources, including Microsoft Office Suite and internal knowledge bases, to manage cases and document interactions. You will collaborate virtually with cross-functional partners and operate within defined service level agreements and productivity expectations, while maintaining a high standard of professionalism and attention to detail in all interactions.

This is a Contract position based out of Atlanta, GA.

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.