Bilingual Customer Experience Specialist
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Job Description
Bilingual Absence Customer Experience Specialist aiding in FMLA administration and handling Spanish calls. Responsible for managing leave processes and ensuring customer satisfaction while maintaining professionalism.
Responsibilities:
- Assist our customers and their employees with the administration of Family Medical Leave Act (FMLA) rights and responsibilities
- Handle high volume of Bilingual Spanish 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 FMLA 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
- Bilingual Spanish is a plus
- High-speed internet and a professional workspace that is free from distraction, disruption or outside noise
Benefits:
- Full benefits package
- Paid Time Off (PTO)
- medical
- dental
- vision
- 401(k) with match
- robust EAP
- wellness program
- and much more
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