STARTEAM Agent

Beacon Specialized Living; United States; On-site; USD 34,440 - 39,950; Full time

Job summary

A national behavioral health company is seeking a Talent Acquisition Specialist to enhance its recruitment efforts. The successful candidate will demonstrate strong problem-solving skills, exceptional communication abilities, and a commitment to quality service. Responsibilities include providing support for employee inquiries, maintaining accurate records, and ensuring compliance with company policies and regulations. A high school diploma is required, and a bachelor’s degree is preferred. Remote work is possible with occasional on-site visits.

Qualifications

• Experience in a healthcare or social services setting.
• Proven experience in a customer service or contact center role.
• Strong verbal and written communication skills.

Responsibilities

• Ensure compliance with company and regulatory policies.
• Answer and make calls to employees.
• Document employee interactions and update databases.
• Meet or exceed call center performance metrics.

Skills

Customer service

Active listening

Verbal communication

Written communication

Problem-solving

Multitasking

Computer skills

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Customer service software

Call center tools

Job description

Overview

Talent Acquisition Specialist at Beacon Specialized Living - Using High Volume Recruiting Tactics to Accelerate Growth

Base pay range: $25.00/hr - $29.00/hr

Beacon Specialized Living is a national behavioral health company providing residential-based services and supports to children and adults with Intellectual and Developmental Disabilities, Severe Mental Illness, Autism, and high-acuity behaviors. This role requires compliance with the company’s policies and procedures, accreditation standards, licensing requirements, HCBS guidelines, and contractual requirements of Community Mental Health Agencies and other regulatory bodies. You are expected to align with our I CARE core values: Integrity, Compassion, Advocacy, Respect and Excellence.

Position Summary

The STAR Team Analyst is responsible for providing exceptional customer service to all company employees, ensuring satisfaction through effective problem-solving, communication, and consistently meeting quality standards. This role requires in-depth knowledge of the company’s policies and procedures, the ability to respond promptly to inquiries, provide solutions to issues, and maintain accurate employee accounts. The STAR Team Analyst must be proactive, taking extra steps to ensure the best outcomes for employee concerns and continuously striving to meet service goals while improving quality and efficiency.

Primary Responsibilities

• Always be compliant with all company and regulatory policies and procedures.
• Answer inbound calls and make outbound calls to employees, addressing their concerns and inquiries.
• Utilize excellent communication skills to interact with employees, listen attentively to their concerns, and explain solutions in a clear and concise manner.
• Respond to employees' inquiries, requests, and feedback promptly, always ensuring a polite and professional manner.
• Provide accurate information and guidance on company policies, procedures, and services.
• Document employee interactions and update databases to ensure accurate and up-to-date records.
• Escalate or transfer calls to the appropriate departments or senior staff when needed to resolve more complex issues.
• Use company software, databases, and tools effectively to manage and track employee inquiries.
• Strive to meet or exceed call center performance metrics, focusing on improving key quality indicators such as first-contact resolution, call handling time, and customer satisfaction.
• Continuously improve service quality by identifying and addressing recurring issues or patterns in employee inquiries and providing feedback for process improvement.
• Utilize problem-solving skills to quickly identify and resolve employee issues with the most effective solutions.
• Manage multiple tasks efficiently, handling calls, emails, and chats simultaneously while maintaining a high level of professionalism and quality outcomes.
• Demonstrate technical proficiency in using call center software, customer management tools, and databases.
• Build and maintain positive relationships with employees and fellow team members, fostering a collaborative work environment.
• Adhere to all company policies, procedures, and best practices in all interactions.
• Contribute to team goals by maintaining high-quality standards and improving customer service performance.
• Strong interpersonal skills and a positive attitude fostering excellent employee experience.
• Empathetic and patient, with a commitment to ensuring employee satisfaction.
• Highly organized with excellent time management and multitasking skills.
• Team-oriented, with a focus on collaborating effectively to meet company goals.
• Preserve and protect the privacy, confidentiality and security of all medical records and other confidential information in accordance with laws (HIPAA) and contracts.
• Promote Beacon in a positive manner and lead by example, modeling our core values in everyday behavior.
• Apply trauma-informed care principles recognizing the presence of trauma symptoms and the role trauma may play in an individual’s life.
• Follow Beacon’s policies, procedures, and manuals.
• Cooperate with Beacon Specialized Living, DHS staff or any other regulatory body during inspections, investigations or inquiries.
• Accept other duties as assigned.

Education and Qualifications

• High school diploma or equivalent. Bachelor’s degree preferred.
• Experience in a healthcare or social services setting.
• Proven experience in a customer service or contact center role, preferably with a focus on employee relations or support.
• Strong verbal and written communication skills; ability to explain information clearly and effectively.
• Excellent problem-solving skills with the ability to resolve complex issues and provide appropriate solutions.
• Ability to handle multiple tasks in a fast-paced environment while maintaining professionalism.
• Proficiency in using customer service software, call center tools, and databases.
• Ability to work in shifts, including evenings and weekends.
• Must pass criminal background check and possess a valid Driver’s License.
• Proficient in speaking, reading and writing English.
• Approved by state, federal and government entities to work within BSLS programs.
• Ability to use office equipment, including BSLS information technology systems.

Skills and Abilities

• Exceptional customer service, active listening, and verbal and written communication skills.
• Strong computer skills with various software programs and applications.
• Demonstrated ability to multi-task.

The majority of the job duties can be completed remotely, with occasional on-site visits to Beacon locations as needed.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The ability to talk or hear, close vision, and the ability to lift files or bend or stand as necessary.

Position Type/Expected Hours of Work

This position includes night shifts, weekends and holidays.