Remote HR Call Agent

Job Title: HR Assistant

Job Description

The HR Assistant serves as a key member of the My HR Live Support team, providing best-in-class support on leave of absence, disability, and related HR services to employees across the US, Europe, Canada, and Latin America. In this role, you handle employee inquiries primarily via phone, chat, and email, using strong research skills, sound judgment, and a high level of empathy to resolve complex HR issues. You document each interaction with precision in a case management system, guide employees through available self-service tools, and collaborate closely with HR Business Partners and other internal teams to deliver a world-class employee experience in a fast-paced, high-volume environment.

Responsibilities

• Take full ownership of employee contacts and ensure each inquiry is accepted, investigated, and resolved with a high degree of problem solving and customer focus.
• Serve as the first point of contact for employee inquiries related to leave of absence, disability, and other HR-related matters via phone, chat, and email.
• Handle case intake, answer general policy questions, explain documentation requirements, and outline next steps to help expedite leave, disability, and related processes.
• Use available resources such as frequently asked questions, knowledge base articles, and standard operating procedures to resolve inquiries, escalating cases when issues cannot be resolved at the first level.
• Conduct empathetic, personalized conversations with employees to understand their situations, assess their needs, and adjust case management plans accordingly.
• Respond promptly to issues that arise during a leave event and ensure accurate and timely communication and documentation, even when information is limited.
• Apply high judgment, critical thinking, and rationale to balance process adherence with individual employee needs when analyzing and deciding on leave, disability, and accommodations requests.
• Document and track every employee interaction in the case management system with a high level of accuracy and attention to detail.
• Encourage and guide employees to use self-service tools and resources where appropriate, promoting efficiency and empowerment.
• Maintain strong, collaborative relationships with HR Business Partners, Benefits, Payroll, Talent Management, Stocks, and Operations teams to resolve cross-functional issues.
• Consult and collaborate with partner teams on process changes and provide feedback that helps update and improve HR policies and procedures.
• Handle confidential and sensitive employee information in accordance with strict data privacy and security requirements.
• Adapt quickly to changing workloads, shifting priorities, and multiple communication channels in a fast-paced, high-volume environment while consistently meeting service expectations.

Essential Skills

• Experience providing customer service or support, preferably handling inbound calls and chat-based inquiries.
• Demonstrated ability to show and communicate empathy when dealing with employees and customers.
• Strong verbal and written communication skills, with the ability to explain complex information clearly and professionally.
• Proven ability to research information using multiple resources to find accurate answers and solutions.
• Ability to analyze situations, solve problems, and make sound decisions using high judgment and critical thinking.
• Experience working in a fast-paced environment and adjusting to constantly changing workloads and priorities.
• Strong attention to detail, with the ability to document interactions accurately in a case management or similar system.
• Ability to manage confidential and sensitive employee information while adhering to strict data privacy standards.
• Organizational skills with the ability to manage multiple priorities and follow through on tasks to completion.
• Customer-obsessed mindset with a focus on delivering a world-class employee experience.

Additional Skills & Qualifications

• Prior experience in human resources or HR support is highly beneficial.
• Exposure to leave of absence, disability, or accommodations processes is an advantage.
• Experience working with global or multi-region employee populations (such as US, EMEA, Canada, or LATAM) is a plus.
• Comfort using technology and HR tools, including case management systems, knowledge bases, and online self-service platforms.
• Strong collaboration skills and the ability to work effectively with cross-functional teams such as HR, Benefits, Payroll, and Operations.
• Motivation to build corporate HR experience in a high-volume, fast-paced environment.
• Proactive, ownership-driven approach with a desire to continuously improve processes and the employee experience.

Work Environment

This role is 100% remote and performed from your home. You are expected to have a dedicated, quiet workspace in your residence that allows you to handle confidential employee conversations and perform your responsibilities effectively. You will be expected to be on camera during training and the nesting period to support interactive learning and engagement. The work involves supporting a global employee population, which may require flexibility in working with different time zones and handling a high volume of phone, chat, and email interactions. You will use a variety of HR and case management tools, knowledge bases, and online resources, and you will collaborate virtually with HR and cross-functional partners in a dynamic, fast-paced environment.

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 Aug 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.