Remote Evening STAR Team Support Agent

Beacon Specialized Living; Virginia (IL); On-site; USD 25,000 - 36,000; Part time

Job summary

Beacon Specialized Living is seeking a STAR Team Agent for an evening shift to support employees across the organization. You will be the first point of contact for inquiries, provide policy guidance, and document interactions while maintaining confidentiality.

The role emphasizes strong customer service, clear communication, and problem-solving in a mostly remote environment with occasional on-site visits to Beacon locations as needed.

Qualifications

• High school diploma or equivalent required; bachelor's degree preferred.
• Healthcare or social services experience is a plus.
• Must pass a criminal background check.
• Must possess a valid driver’s license.
• Proficient in speaking, reading, and writing English.
• Ability to work evenings, weekends, and holidays as required.
• Comfortable using office equipment and company IT 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.
• Collaborate with team members and other departments to ensure employees receive the support they need.

Skills

Customer service

Communication

Multitasking

Problem solving

Confidentiality

Independence

Education

High school diploma or equivalent

Bachelor’s degree (preferred)

Job description

Beacon Specialized Living is seeking a STAR Team Agent for an evening shift to support employees across the organization. You will be the first point of contact for inquiries, provide policy guidance, and document interactions while maintaining confidentiality.

The role emphasizes strong customer service, clear communication, and problem-solving in a mostly remote environment with occasional on-site visits to Beacon locations as needed.