ComPsych

Absence Customer Experience Specialist

ComPsych

full-time

Posted on:

Location Type: Office

Location: New Hampshire • New Hampshire • 🇺🇸 United States

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Job 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
communicationorganizationcustomer service focusquick thinkingresourcefulnessprofessionalismempathysensitivityconfidentiality