Aston Carter Hiring for Customer Experience Specialist- FULLY REMOTE at Chicago, IL Full Time

Description:
FMLA CUSTOMER EXPERIENCE SPECIALIST

• Maintain a comprehensive knowledge of Family Medical Leave Act (FMLA) and related laws in all 50 states to efficiently administer our customers’ FMLA and related policies.
• Support clients and their employees, primarily via phone and email.
• Handle high volume of incoming calls in a prompt and professional manner
• Meet production and quality goals set by the FMLA Department, 49 calls a day is the expectation after the first two months.
• Provide a memorable positive customer experience by identifying and understanding the needs of the caller.
• Demonstrate respect, sensitivity and understanding for the caller’s circumstance while maintaining professionalism at all times.
• Execute and adjust leaves, as mandated by appropriate state and federal guidelines, in coordination with the customer’s policies.
• Communicate clearly and concisely with callers while educating them on leave concepts and necessary next steps.
• Provide accurate, professional and timely responses to communications from internal and external clients.
• Prioritize and organize daily responsibilities in order to meet all deadlines.
• Provide innovative ideas that can support the ongoing growth of the FMLA Department

This person needs to be able to effectively communicate what FMLA is and what requirements are needed to successfully get FMLA. This person needs to be able to maintain empathy on the phone. They will answer the phones, listen, determine what type of lead request is needed. They will do the initial client intake. This person will need to be able to communicate policies and be a critical thinker to be able to handle any challenges or ambiguity of a call – not everything is black and white.

• The shifts will be 8.5 hours long with a half hour unpaid lunch.
• Candidates in office will work on average 37.5 hours per week
• Candidates working remote will work a full 40 hour work week.
• People will either work 7:30am-4:00pm, 8:30am-5:00pm, or 9:00am-5:30pm (ALL CST). Candidates need to be open to working any shift. The team is a little light on the earlier shifts right now so they will be looking to fill the earlier times.

Training: 1 month where they will be working 8:30am-5:00pm CST, before working their assigned shift. Please warn that during training it will be information overload and it is normal to feel overwhelmed.

Will go on direct after 600 hours worked if performance is meeting expectations.

FMLA Customer Experience:
Bachelor’s – $34,000 (hourly)

Chicago – $17.44/hr

Remote – $16.35/hr

Non-Bachelor’s – $33,000 (hourly)

Chicago – $16.93/hr

Remote – $15.87/hr

Skills:
customer service, retail, server, hostess, Call Center Support, customer care associate, Inbound call, Retail sales, Barista, Customer service call center, Call center customer service, Call center, Customer support, Csr, Outbound calls

Top Skills Details:
customer service, retail, server, hostess,Call Center Support,customer care associate,Inbound call,Retail sales,Barista,Customer service call center,Call center customer service,Call center,Customer support,Csr

Additional Skills & Qualifications:
Must haves:

• Customer Service experience required (Minimum 1 year – in office/call center/retail setting)
• Computer literate and proficient in Microsoft Office Suite
• Must pass Wonscore test to be considered for an interview
• Must be a strong written and verbal communicator
• Must be able to solve problems on the fly and be a critical thinker – thinks are always changing
• This person needs to be willing to learn, a team player and dependable
• Must be able to work in remotely in a dedicated, quite, and non-distractive environment
• Must have strong internet access capabilities.

Nice to haves:

• Experience with Employee Benefits Administration and/or FMLA Administration a plus
• Candidates that have worked face-to-face with customers but are comfortable ina call-center environment and sitting at a desk all day.
• Candidates with specific retail or relative high volume customer service backgrounds such as Starbucks or Target Guest Services
• A big plus is bilingual

Disqualifiers:
People with poor job tenure (has more than 3 jobs within 5 years – use your judgement and hear out RFL)

They have not seen success from people that have experience where call volume is the most important thing. They stress QUALITY over quantity.

OTHER REQUIREMENTS (soft skills)

• Perform job-related tasks and own customer inquiries for a one-call resolution.
• Ability to engage the customer, identify their needs, express empathy and provide an exceptional customer experience.
• Effective written and verbal communication skills.
• The ability to think critically by gathering information, evaluating options and implementing the best solution.
• Focus on achieving goal-oriented results.
• Demonstrates flexibility on the job and a willingness to learn new methods, procedures or techniques.
• Function as a team player, striving to learn and strengthen the team as a whole.
• Demonstrate reliable and consistent attendance and is dependable

Experience Level:
Entry Level

About Aston Carter:
At Aston Carter, we’re dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions – from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless.

Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients’ capabilities by seeking solvers and delivering solutions to address today’s workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit AstonCarter.com. Aston Carter is a company within Allegis Group, a global leader in talent solutions.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email [email protected] for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.