Star Team Agent

Beacon Specialized Living•Kalamazoo, MI

1d•Remote

About The Position

The STAR Team Agent is responsible for providing exceptional customer service to all company employees, ensuring satisfaction through effective problem-solving, communication, and consistently meeting quality standards. This role requires in-depth knowledge of the company’s policies and procedures, the ability to respond promptly to inquiries, provide solutions to issues, and maintain accurate employee accounts. The STAR Team Agent must be proactive, taking extra steps to ensure the best outcomes for employee concerns and continuously striving to meet service goals while improving quality and efficiency.

Requirements

High school diploma or equivalent. Bachelor’s degree preferred.
Experience working in a healthcare setting or social services setting
Proven experience in a customer service or contact center role, preferably with a focus on employee relations or support.
Strong verbal and written communication skills, with the ability to explain information clearly and effectively.
Excellent problem-solving skills, with the ability to resolve complex issues and provide appropriate solutions.
An ability to handle multiple tasks simultaneously in a fast-paced environment while maintaining high levels of professionalism.
Proficiency in using customer service software, call center tools, and databases.
Ability to work in shifts, including evenings and weekends.
Must pass criminal background check
Must possess a valid Driver’s License.
Proficient in speaking, reading and writing the English language.
Approved by state, federal and government entities to work within BSLS programs.
Ability to use office equipment, including BSLS information technology systems.
Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
Strong computer skills utilizing various software programs and applications.
A professional demeanor.
Demonstrated ability to multi-task.

Responsibilities

Always be compliant with all company and regulatory policies and procedures.
Answer inbound calls and make outbound calls to employees, addressing their concerns and inquiries.
Utilize excellent communication skills to interact with employees, listen attentively to their concerns, and explain solutions in a clear and concise manner.
Respond to employees' inquiries, requests, and feedback promptly, always ensuring a polite and professional manner.
Provide accurate information and guidance on company policies, procedures, and services.
Document employee interactions and update databases to ensure accurate and up-to-date records.
Escalate or transfer calls to the appropriate departments or senior staff when needed to resolve more complex issues.
Use company software, databases, and tools effectively to manage and track employee inquiries.
Strive to meet or exceed call center performance metrics, focusing on improving key quality indicators such as first-contact resolution, call handling time, and customer satisfaction.
Continuously improve service quality by identifying and addressing recurring issues or patterns in employee inquiries and providing feedback for process improvement.
Utilize problem-solving skills to quickly identify and resolve employee issues with the most effective solutions.
Manage multiple tasks efficiently, handling calls, emails, and chats simultaneously while maintaining a high level of professionalism and quality outcomes.
Demonstrate technical proficiency in using call center software, customer management tools, and databases.
Build and maintain positive relationships with employees and fellow team members, fostering a collaborative work environment.
Adhere to all company policies, procedures, and best practices in all interactions.
Contribute to team goals by maintaining high-quality standards and improving customer service performance.
Always be compliant with all company and regulatory policies and procedures.
Preserve and protect the privacy, confidentiality and security of all medical records, proprietary and other confidential information relating to Beacon Specialized Living, its Individuals, Team Members, activities and affiliates, in accordance with all applicable laws (especially HIPAA) and contract terms.
Promote Beacon in a positive manner and lead by example, modeling our core values in everyday behavior.
Apply trauma-Informed Care principals recognizing the presence of trauma symptoms and acknowledging the role trauma may play in an individual’s life.
Promote trauma-informed care at all levels of the organization and help create a culture that is sensitive to the feelings of our Individuals and avoid responding negatively to stigmas that they will never truly understand.
Follow Beacon’s policies, procedures, and manuals.
Cooperates with Beacon Specialized Living, the Department of Human Services (DHS) staff or any other regulatory body during any inspection, investigation or inquiry.
Accept other duties as assigned.