Absence Customer Experience Specialist - Texas
About ComPsych
ComPsych® Corporation is the worlds largest provider of mental health services and GuidanceResources® for life. Fueled by a commitment to relentless innovation and a comprehensive approach to care, ComPsych provides services to more than 78,000 organizations and 163 million individuals across 200 countries. Under our GuidanceResources® brand, our personalized and fully integrated programs include behavioral health, absence management, and wellness journeys, which empower employees to lead healthier and more productive lives, while driving organizational excellence. Visit compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health needs.
Job Summary
As a Texas 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 customers 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 callers 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
Bachelors 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
Bilingual Spanish is a plus
High-speed internet and a professional workspace that is free from distraction, disruption or outside noise
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 celebrates diversity and 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.
Apply Now
ComPsych® Corporation is the worlds largest provider of mental health services and GuidanceResources® for life. Fueled by a commitment to relentless innovation and a comprehensive approach to care, ComPsych provides services to more than 78,000 organizations and 163 million individuals across 200 countries. Under our GuidanceResources® brand, our personalized and fully integrated programs include behavioral health, absence management, and wellness journeys, which empower employees to lead healthier and more productive lives, while driving organizational excellence. Visit compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health needs.
Job Summary
As a Texas 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 customers 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 callers 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
Bachelors 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
Bilingual Spanish is a plus
High-speed internet and a professional workspace that is free from distraction, disruption or outside noise
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 celebrates diversity and 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.
Apply Now