Absence Customer Experience Specialist - Virginia

ComPsych Ⓡ is the worldwide leader in organizational mental health, well-being, and absence management, dedicated to igniting human potential in workplaces across the globe. For over 40 years, we have combined the best in technology with unmatched human expertise to help individuals and their organizations thrive. Our GuidanceResources Ⓡ and AbsenceResources Ⓡ solutions deliver end-to-end mental health, well-being, work-life, health navigation, and absence support to more than 75,000 customers worldwide, touching more than 160 million lives across 200 countries. Visit compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health and absence management needs.

Job Summary

As a Virginia based Absence Customer Experience Contact Center Specialist, you will answer incoming calls to assist our customers and their employees with the administration of Family Medical Leave Act (FMLA) rights and responsibilities. This individual will report to a Customer Experience Team Lead, and must have strong attention to detail, customer service experience, commitment to quality, and be comfortable working in a structured fast-paced call center environment.

Primary Responsibilities

• 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
  
  

Job Qualifications

• 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 And Perks

• Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
  
  

EEO

ComPsych is an equal opportunity employer. All applicants will be considered for employment regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status and any other characteristic protected by federal, state or local laws. ComPsych Corporation maintains a drug free workplace.

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