Customer Support Representative – Level 1
Simpro Software
Cloud
Absence Customer Experience Specialist
ComPsych
full-time
Posted on:
Location Type: Remote
Location: Remote • Florida • 🇺🇸 United States
Visit company websiteJob Level
Junior
About the role
- 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.
Requirements
- Bachelor’s Degree preferred, High School Degree or equivalent required
- 1-3 years Customer Service experience required
- Call Center experience preferred
- Employee benefits administration and/or FMLA administration a plus
- 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
- Computer literate and proficient in Microsoft Office Suite
- High-speed internet and a professional workspace that is free from distraction, disruption or outside noise
- Bilingual Spanish is a plus
Benefits
- Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
FMLA administrationemployee benefits administrationcustomer servicecall center experiencedocumentation managementmulti-taskingcritical thinking
Soft skills
communication skillsorganization skillscustomer service focusquick thinkingresourcefulnessprofessionalismempathysensitivityconfidentiality
