Absence Customer Experience Specialist

4 days ago

Denton, United States ComPsych Corporation Full time

Absence Customer Experience Contact Center SpecialistComPsych is the worldwide leader in organizational mental health, well-being, and absence management, dedicated to igniting human potential in workplaces across the globe. For over 40 years, we have combined the best in technology with unmatched human expertise to help individuals and their organizations thrive. Our GuidanceResources and AbsenceResources solutions deliver end-to-end mental health, well-being, work-life, health navigation, and absence support to more than 75,000 customers worldwide, touching more than 160 million lives across 200 countries.As a Pennsylvania based Absence Customer Experience Contact Center Specialist, you will answer incoming calls to assist our customers and their employees with the administration of Family Medical Leave Act (FMLA) rights and responsibilities. This individual will report to a Customer Experience Team Lead, and must have strong attention to detail, customer service experience, commitment to quality, and be comfortable working in a structured fast-paced call center environment.Primary ResponsibilitiesAdminister and adjust Family Medical Leave Act (FMLA), State, ADA, and company leaves as mandated by state and federal guidelines and in coordination with our customer's policiesHandle high volume of incoming calls in a prompt and professional mannerProvide efficient and professional follow-up via phone and email to ensure the timely processing of leave requestsCommunicate clearly and concisely with callers while identifying their needs and educating them on leave concepts and next stepsMeet & adhere to attendance and schedule, production and performance metrics, and quality goalsMaintain complete and accurate documentation of leaves within our proprietary databaseDemonstrate respect, sensitivity, confidentiality, and understanding for the caller's circumstance while maintaining professionalism at all timesMaintain a positive, empathetic, and professional behavior towards the customers at all timesProvide accurate, professional, and timely responses to communications from internal and external clientsPrioritize and organize daily responsibilities in order to meet all deadlinesEngage in ongoing education and training around laws, policies and service deliveryProvide innovative ideas that can support the ongoing growth of the Absence DepartmentOther duties as assigned.Job QualificationsBachelor's Degree preferred, High School Degree or equivalent required1-3 years Customer Service experience requiredCall Center experience preferredEmployee benefits administration and/or FMLA administration a plusExceptional communication and organization skills, with strong focus on customer serviceQuick thinking, resourceful, high energy, positive, and professional, with demonstrated multi-tasking and critical thinking skillsComputer literate and proficient in Microsoft Office SuiteHigh-speed internet and a professional workspace that is free from distraction, disruption or outside noiseBilingual Spanish is a plusBenefits and PerksFull benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much moreEEOComPsych is an equal opportunity employer. All applicants will be considered for employment regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status and any other characteristic protected by federal, state or local laws. ComPsych Corporation maintains a drug free workplace.

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