As an Absence Customer Experience Contact Center Specialist, you will answer incoming calls to assist customers and their employees with FMLA administration. You will report to a Customer Experience Team Lead and work in a structured fast-paced call center environment.
Requirements
- Administer and adjust Family Medical Leave Act (FMLA), State, ADA, and company leaves
- Handle high volume of incoming calls in a prompt and professional manner
- Provide efficient and professional follow-up via phone and email
- Communicate clearly and concisely with callers
- Meet & adhere to attendance and schedule, production and performance metrics, and quality goals
- Maintain complete and accurate documentation of leaves within our proprietary database
- Demonstrate respect, sensitivity, confidentiality, and understanding for the caller’s circumstance
- Provide accurate, professional, and timely responses to communications from internal and external clients
- Prioritize and organize daily responsibilities in order to meet all deadlines
- Engage in ongoing education and training around laws, policies and service delivery
- Provide innovative ideas that can support the ongoing growth of the Absence Department
- Other duties as assigned.
Benefits
- Full benefits package
- Paid Time Off (PTO)
- medical
- dental
- vision
- 401(k) with match
- robust EAP
- wellness program
