HR Assistant II (CALL CENTER)

Job Title: HR Assistant II - (CALL CENTER)Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of problem solving and customer obsession. Receive and resolve inquiries primarily via phone, chats, and emails from employee contact the person as the first point of contact for Leave, Disability, and the person related inquiries, including but not limited to case intake, general policy questions, documentation, next steps and requirements to expedite the process. Resolve such inquiries holistically by referring to available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures – escalate when these cannot be resolved. Build customer trust through empathetic, personalized conversations by assessing and adjusting the case management plan to each employee’s changing needs. Respond to employees impacting issues that may arise during the leave event and ensure the right communication and documentation occurs, even when information is limited. Use high judgement, critical thinking and rationale to balance process adherence with employee’s needs to analyze and decide on disability, leave and accommodations requests. Consistently consult and collaborate with partner teams on process changes in an effort to resolve cross-functional issues to update and improve policies.Hard Skills• Customer Service/Support• HR• Strong Communication Skills• Ability to Research to Find Answers/InfoSoft Skills• Ability to Show & Demonstrate EmpathyJob TypeThis is a contract position with a duration of 26 Weekly.Work Environment• 100% Remote• Expectations to be on camera during training and nesting period• Candidates must have dedicated space in their residence to successfully perform the role/responsibilitiesAbout 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® double diamond winner for both client and talent service.Diversity, Equity & InclusionAt Aston Carter, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:• Hiring diverse talent• Maintaining an inclusive environment through persistent self-reflection• Building a culture of care, engagement, and recognition with clear outcomes• Ensuring growth opportunities for our peopleThe 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.