Customer Support

• 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

Absence Customer Experience Specialist

Healthcare Customer Service Representative

Customer Service Support Representative – Client Billing

Licensed Customer Service Representative

Bilingual Licensed Customer Service Representative

Lead Customer Support Associate