Absence Customer Experience Specialist - Michigan

Absence Customer Experience Specialist – Michigan

Join the Com Psych team as an Absence Customer Experience Specialist in Michigan. The role is focused on providing exceptional support for employees and their families during Family Medical Leave Act (FMLA) and other leave administration.

As a Michigan-based Absence Customer Experience Contact Center Specialist, you will answer incoming calls and assist our customers and employees with the administration of FMLA rights and responsibilities. You will report to a Customer Experience Team Lead and must have strong attention to detail, customer service experience, commitment to quality, and be comfortable working in a structured fast‑paced call center environment.

• Administer and adjust FMLA, state, ADA, and company leaves as mandated by state and federal guidelines and in coordination with our customer’s policies.
• Handle a high volume of incoming calls in a prompt and professional manner.
• Provide efficient and professional follow‑up via phone and email to ensure the timely processing of leave requests.
• Communicate clearly and concisely with callers, identifying their needs and educating them on leave concepts and next steps.
• Meet and adhere to attendance, schedule, production metrics, and quality goals.
• Maintain complete and accurate documentation of leaves within our proprietary database.
• Demonstrate respect, sensitivity, confidentiality, and understanding for the caller’s circumstance while maintaining professionalism at all times.
• Maintain a positive, empathetic, and professional behavior towards the customers at all times.
• Provide accurate, professional, and timely responses to communications from internal and external clients.
• Prioritize and organize daily responsibilities to meet all deadlines.
• Engage in ongoing education and training around laws, policies, and service delivery.
• Provide innovative ideas to support the ongoing growth of the Absence Department.
• Other duties as assigned.

• Bachelor’s Degree preferred;
  High School Diploma or equivalent required.
• 1–3 years of customer service experience required.
• Call Center experience preferred.
• Experience with 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 multitasking and critical thinking skills.
• Computer literate and proficient in Microsoft Office Suite.
• Bilingual Spanish is a plus.
• High‑speed internet and a professional workspace free from distraction, disruption, or outside noise.

• Full benefits package, including PTO, medical, dental, vision, 401(k) with match, robust EAP, wellness program, and more.

Com Psych 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. Com Psych Corporation maintains a drug‑free workplace.

All applicant information will be handled in accordance with Com Psych’s privacy policies and applicable federal and state privacy laws.