HR Support Agent; Call Center

HR Support Agent (Call Center)

Job Title: HR Support Agent

Location: Pensacola, FL (Remote)

Employment Type: Contract

Seniority Level: Mid-Senior level

Job Function: Human Resources Industries:
Staffing and Recruiting

Objective: The HR Support Agent is an HR representative that takes care of phone related contacts from employees across the US, EMEA, Canada and LATAM. Associates work one‑on‑one with employees of these areas while maintaining successful partnerships with HR Business Partners, Benefits, Payroll, Talent Management and Operations partners to find solutions for customers while providing a world‑class employee experience.

The role requires mastering research skills and the ability to resolve HR, Disability, Leave, and/or Accommodation issues coming in via the MHLS phone system while using our case management system to document and track each call with a high level of accuracy. Employees are also encouraged to use self‑service tools available for all employees.

• Take ownership of employee contacts, ensuring each is resolved with a high degree of problem‑solving and customer focus.
• Receive and resolve inquiries primarily via phone, chat, and email, serving as the first point of contact for Leave, Disability, and Accommodation‑related inquiries.
• Utilize available documentation, such as FAQs and knowledge‑base articles to resolve inquiries, escalating when necessary.
• Build trust through empathetic, personalized conversations and adjust case management plans to meet employees’ changing needs.
• Respond to employee issues that arise during leave events, ensuring proper communication and documentation.
• Use judgment and critical thinking to balance process adherence with employee needs when analyzing disability, leave, and accommodation requests.
• Collaborate with partner teams on process changes to resolve cross‑functional issues and improve policies.

• 2–5+ years of experience in human resources, contact center, customer service, or equivalent experience.
• Proven ability using Microsoft Office and other computer or internet‑based programs.
• Schedule flexibility to support a 24x7 operation.
• Ability to research and find information independently.

• Experience dealing with customers and exceptional use of empathy skills.
• Proven ability to adjust to changing workloads and manage contacts in a fast‑paced environment.
• Ability to manage confidential and sensitive employee information.
• Detail‑oriented with problem‑solving, organizational, and prioritization skills.

This is a 100% remote position. Candidates are expected to be on camera during the training and nesting period and must have a dedicated space in their residence to perform the role successfully.

Pay range: $21.00 – $21.00/hr.

Benefits are subject to change and may depend on job classification and length of employment. Eligible temporary employees may receive:

• 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&DD 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)

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. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500.

Aston Carter 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 due to a disability, please email astoncarter for other accommodation options.

Final date to receive applications: This position is anticipated to close on Jan 16, 2026.