At arenaflex, we're dedicated to providing exceptional mental health services and GuidanceResources for life, empowering employees to lead healthier and more productive lives while driving organizational excellence. As a leading provider of comprehensive care, we're committed to relentless innovation and a commitment to care that sets us apart. With a presence in over 200 countries and services to more than 78,000 organizations and 163 million individuals, we're proud to be the trusted partner of choice for 40% of the Fortune 500.
**Join arenaflex's Team as an Absence Customer Experience Specialist**
We're seeking an experienced and customer-focused Absence Customer Experience Specialist to join our Texas-based team. As a key member of our Customer Experience team, you'll play a vital role in delivering exceptional service to our customers and their employees, ensuring seamless administration of Family Medical Leave Act (FMLA) rights and responsibilities. If you're passionate about providing top-notch customer service, have a strong attention to detail, and thrive in a fast-paced call center environment, we want to hear from you!
**Primary Responsibilities**
As an Absence Customer Experience Specialist, you'll be responsible for:
- Administering and adjusting Family Medical Leave Act (FMLA), State, ADA, and company leaves as mandated by state and federal guidelines and in coordination with our customer's policies.
- Handling a high volume of incoming calls in a prompt and professional manner, providing efficient and professional follow-up via phone and email to ensure the timely processing of leave requests.
- Communicating clearly and concisely with callers while identifying their needs and educating them on leave concepts and next steps.
- Meeting and adhering to attendance and schedule, production and performance metrics, and quality goals.
- Maintaining complete and accurate documentation of leaves within our proprietary database.
- Demonstrating respect, sensitivity, confidentiality, and understanding for the caller's circumstance while maintaining professionalism at all times.
- Maintaining a positive, empathetic, and professional behavior towards customers at all times.
- Providing accurate, professional, and timely responses to communications from internal and external clients.
- Prioritizing and organizing daily responsibilities in order to meet all deadlines.
- Engaging in ongoing education and training around laws, policies, and service delivery.
- Providing innovative ideas that can support the ongoing growth of the Absence Department.
- Other duties as assigned.
**Essential Qualifications**
- 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 a 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.
**Preferred Qualifications**
- Experience working with FMLA, State, ADA, and company leaves.
- Knowledge of employee benefits administration and/or FMLA administration.
- Strong analytical and problem-solving skills.
- Ability to work in a fast-paced environment with multiple priorities and deadlines.
- Experience with proprietary databases and software.
**Benefits and Perks**
At arenaflex, we're committed to providing a comprehensive benefits package that supports your well-being and career growth. Our benefits include:
- Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more.
**Work Environment and Company Culture**
As a member of our team, you'll be part of a dynamic and supportive work environment that values diversity, inclusion, and employee well-being. Our company culture is built on a foundation of respect, empathy, and professionalism, and we're committed to creating a workplace that's inclusive and welcoming to all.
**Equal Employment Opportunity**
arenaflex 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.
**How to Apply**
If you're passionate about delivering exceptional customer service and are looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. Please visit our careers page at [arenaflex.com/careers](http://arenaflex.com/careers) to learn more about our company culture and values, and to submit your application.
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