• 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. *Qualifications:* Must have:
• 1+ year of Customer Service experience in an office
• Call center inbound phone call experience (Must be recent, within the last 2 years)
• Computer literate and proficient in Microsoft Office Suite (Outlook, Excel, and email/calendar management), OneNote
• Must be a strong written and verbal communicator
• Must have strong internet access capabilities Nice to haves:
• Previous experience working remote
• Bilingual in Spanish
• Experience with Employee Benefits Administration and/or FMLA Administration a plus
• Candidates that have worked face-to-face with customers but are comfortable in a 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 *Hours:*
• 40 hour work week
• Training Hours: 8:30-5pm Monday-Friday
• Working Hours: Monday- Friday 7:30am-9:30pm
• Various shifts: 7:30 AM – 4:00 PM / 8:30 AM – 5:00 PM / 9:00 AM – 5:30 PM / 10:00 AM – 6:30 PM /11:30 AM – 8:00 PM / 1:00 PM – 9:30 PM — All shifts are CST. – The shifts will be 8.5 hours long with a half hour unpaid lunch.

About Aston Carter:

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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.](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 [astoncarteraccommodation@astoncarter.com](mailto:%20astoncarteraccommodation@astoncarter.com) 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.