REMOTE HR Customer Service Representative

Aston Carter•Houston, TX

2d•$21 - $21•Remote

About The Position

The HR Assistant serves as a key member of the Live Support team, providing world-class support to employees across the US, EMEA, Canada, and LATAM. In this role, you handle phone, chat, and email inquiries related to leave of absence, disability, and other HR matters, ensuring accurate, consistent, and timely responses. You act as a trusted HR representative, using strong research skills, empathy, and sound judgment to help employees understand their options, access benefits, and resolve issues while maintaining a high standard of confidentiality and data privacy. This position offers an excellent opportunity to gain corporate and HR-related experience in a fast-paced, high-volume environment.

Requirements

Experience dealing directly with customers, including handling inquiries and providing support.
Demonstrated ability to show and apply empathy in customer or employee interactions.
Proven ability to adjust to constantly changing workloads and manage contacts in a fast-paced environment.
Strong customer service and support skills across phones and chat channels.
Human Resources exposure or experience supporting HR-related inquiries.
Strong verbal and written communication skills to explain policies, processes, and next steps clearly.
Ability to research information using multiple resources to find accurate answers and solutions.
Proficiency with MS Office and comfort using computer-based tools and systems.
High attention to detail with the ability to document interactions accurately in a case management system.
Ability to manage confidential and sensitive employee information while adhering to strict data privacy requirements.
Strong problem-solving skills with the ability to analyze situations, identify issues, and propose appropriate solutions.
Organizational skills and the ability to manage multiple priorities and tasks simultaneously.

Nice To Haves

Interest in gaining corporate experience in a high-volume environment.
Motivation to build HR-related experience in an entry-level or early-career HR support role.
Comfort working with global employee populations across different regions and time zones.
Ability to collaborate effectively with cross-functional HR and business teams.
Comfort working in a structured environment with standard operating procedures, knowledge bases, and case management tools.

Responsibilities

Take ownership of employee contacts and ensure each interaction is accepted, managed, and resolved with a high degree of problem-solving and customer focus.
Serve as the first point of contact for employee inquiries primarily via phone, chats, and emails, addressing questions related to leave of absence, disability, and other HR topics.
Perform case intake, answer general policy questions, explain documentation requirements, and outline next steps to help expedite leave and disability processes.
Use available documentation, including frequently asked questions, knowledge base articles, and standard operating procedures, to resolve inquiries, escalating cases when needed.
Build trust with employees through empathetic, personalized conversations, adapting case management plans to meet each employee’s changing needs.
Respond to issues that arise during a leave event and ensure appropriate communication and documentation, even when information is limited.
Apply high judgment, critical thinking, and rationale to balance adherence to processes with individual employee needs when analyzing and deciding on disability, leave, and accommodation requests.
Encourage and promote the use of self-service tools and resources to help employees find information and manage their HR needs independently where appropriate.
Use a case management system to accurately document and track every call and interaction, maintaining a high level of precision and completeness.
Collaborate closely with HR Business Partners, Benefits, Stocks, Payroll, Talent Management, and Operations teams to identify and deliver effective solutions for employees.
Consistently consult and work with partner teams on process changes to resolve cross-functional issues and contribute to the improvement and updating of policies.
Manage multiple communication channels and tasks in a fast-paced environment, prioritizing work effectively while maintaining follow-through and attention to detail.
Handle sensitive and confidential employee information with care, professionalism, and adherence to strict data privacy requirements.