Evening STAR Team Agent - Remote Employee Support

Beacon Specialized Living; Virginia (IL); On-site; USD 25,000 - 39,000; Full time

Job summary

Beacon Specialized Living is seeking a STAR Team Agent for the evening shift to support employees remotely, with occasional on-site visits. You’ll handle calls, emails, and chats, resolve issues, and guide staff through policies while maintaining confidentiality and accuracy.

The role requires strong communication, multitasking, and a solution-focused mindset in a healthcare-adjacent environment. Evening schedule and weekend coverage may be required, with background checks and a valid driver’s

Qualifications

• High school diploma or equivalent required; bachelor's degree preferred.
• Previous customer service or contact center experience preferred.
• Healthcare or social services experience is a plus.
• 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.

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.

Skills

Customer service mindset

Communication skills

Multitasking

Team-oriented

Confidentiality

Education

High school diploma or equivalent

Bachelor's degree preferred

Job description

Beacon Specialized Living is seeking a STAR Team Agent for the evening shift to support employees remotely, with occasional on-site visits. You’ll handle calls, emails, and chats, resolve issues, and guide staff through policies while maintaining confidentiality and accuracy.

The role requires strong communication, multitasking, and a solution-focused mindset in a healthcare-adjacent environment. Evening schedule and weekend coverage may be required, with background checks and a valid driver’s