Absence Customer Experience Specialist - Michigan

As an Absence Customer Experience Contact Center Specialist, you will assist customers and their employees with the administration of Family Medical Leave Act (FMLA) rights and responsibilities. You will answer incoming calls, provide efficient and professional follow-up, and communicate clearly and concisely with callers. You will also maintain complete and accurate documentation of leaves within our proprietary database.

Requirements

• 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
• Handle high volume of incoming calls in a prompt and professional manner
• Provide efficient and professional follow-up via phone and email to ensure the timely processing of leave requests
• Communicate clearly and concisely with callers while identifying their needs and educating them on leave concepts and next steps
• 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 while maintaining professionalism at all times
• Maintain a positive, empathetic, and professional behavior towards the customers at all times
• 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

• Paid Time Off (PTO)
• medical
• dental
• vision
• 401(k) with match
• robust EAP
• wellness program