STAR Team Analyst

Beacon Specialized Living

10d•$25•Hybrid

About The Position

Beacon Specialized Living is looking for a STAR Team Agent to join their team and provide exceptional support to employees across the organization. In this role, you will be the first point of contact for employees who need assistance, answers, or guidance, helping make their experience with Beacon as smooth and positive as possible. This role is ideal for someone who is a natural problem-solver, enjoys helping people, and has a strong customer service mindset with the ability to stay calm, professional, and solutions-focused in a fast-paced environment.

Requirements

High school diploma or equivalent required
Previous customer service or contact center experience preferred
Strong verbal and written communication skills
Ability to work evenings, weekends, and holidays as required
Must pass a criminal background check
Must possess a valid driver's license
Proficient in speaking, reading, and writing English
Ability to use office equipment and company information technology systems

Nice To Haves

Bachelor's degree preferred
Healthcare or social services experience is a plus

Responsibilities

Answer inbound calls and make outbound calls to employees to address questions, concerns, and requests.
Listen carefully to understand employee needs and provide clear, accurate solutions.
Provide guidance regarding company policies, procedures, and available services.
Document employee interactions and maintain accurate records and account information.
Escalate more complex concerns to the appropriate department or team member.
Utilize company software, databases, and communication tools to efficiently manage employee inquiries.
Handle calls, emails, and chats while maintaining professionalism and attention to detail.
Identify recurring issues and provide feedback that can help improve processes and the overall employee experience.
Work toward key service goals, including first-contact resolution, response times, customer satisfaction, and issue resolution accuracy.
Collaborate with team members and other departments to ensure employees receive the support they need.