Senture, LLC

Customer Support

• Provide professional, compassionate, and accurate customer support via telephone.
• Assist individuals impacted by disasters and emergencies by answering questions and providing guidance based on established procedures.
• Navigate multiple web-based systems to access and document information.
• Accurately record customer interactions in company databases.
• Verify customer information and make updates as needed.
• Actively listen to understand customer needs and provide appropriate assistance.
• Conduct follow-up communications when required.
• Participate in outbound calling activities, including client-specific surveys and information gathering.
• Maintain schedule adherence and performance expectations.
• Use performance metrics and feedback to continuously improve service delivery.

Disaster Support Agent

Administration

• Act as the main POC for employees regarding all ADA and religious accommodation requests and engaging in the interactive process.
• Document/implement/and communication final determination as appropriate.
• Track all ADA accommodation end dates engaging with employees regarding next steps.
• Assist with payroll inquiries related to any paid time off policies and procedures.
• Respond to all ADA and Leave inquiries within established SLAs.
• Other job duties as assigned.

ADA Leave Administration Specialist

• Provide exceptional customer service support via phone while following protocols and guidelines.
• Use various web-based systems to answer customer inquiries.
• Document each customers inquiry information into a database.
• Verify customers information, making corrections and updates as needed.
• Actively listen to recognize opportunities to offer additional information to callers ensuring the caller and client has received the best customer service experience possible.
• Follow-up with callers as necessary.
• Use statistical contact center data to make improvements to performance.
• Outbound calling for surveying to obtain client specific information.

Disaster Support Agent

ADA Leave Administration Specialist

Disaster Relief Customer Service Agent