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Customer Experience Specialist

2 months ago

Michigan Center, Michigan, United States ComPsych Full time
About ComPsych

ComPsych Corporation is a leading provider of mental health services and employee assistance programs. With a commitment to innovation and a comprehensive approach to care, ComPsych serves over 78,000 organizations and 163 million individuals across 200 countries.

Job Summary

As a Michigan-based FMLA Customer Experience Specialist, you will play a critical role in assisting customers and their employees with the administration of Family Medical Leave Act (FMLA) rights and responsibilities. This position requires strong attention to detail, excellent customer service skills, and the ability to work in a fast-paced call center environment.

Key Responsibilities
  • Leave Administration: Administer 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 policies.
  • Customer Service: Handle high volumes of incoming calls in a prompt and professional manner, providing efficient and professional follow-up via phone and email to ensure the timely processing of leave requests.
  • Communication: Communicate clearly and concisely with callers while identifying their needs and educating them on leave concepts and next steps.
  • Documentation: Maintain complete and accurate documentation of leaves within our proprietary database.
  • Quality and Productivity: Meet and adhere to attendance and schedule, production and performance metrics, and quality goals.
  • Professionalism: Demonstrate respect, sensitivity, confidentiality, and understanding for the caller's circumstance while maintaining professionalism at all times.
Requirements
  • Education: Bachelor's Degree preferred, High School Degree or equivalent required.
  • Experience: 1-3 years of Customer Service experience required, Call Center experience preferred.
  • Skills: Exceptional communication and organization skills, with strong focus on customer service, quick thinking, resourceful, high energy, positive, and professional, with demonstrated multi-tasking and critical thinking skills.
  • Technical Skills: Computer literate and proficient in Microsoft Office Suite.
Benefits and Perks
  • Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more.
EEO Statement

ComPsych celebrates diversity and 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.