STAR Team Analyst

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

STAR Team Agent - Evening Shift

Are you a natural problem-solver who enjoys helping people? Do you have a strong customer service mindset and the ability to stay calm, professional, and solutions-focused in a fast-paced environment?

Beacon Specialized Living is looking for a STAR Team Agent to join our team and provide exceptional support to employees across the organization. In this role, you'll be the first point of contact for employees who need assistance, answers, or guidance - helping make their experience with Beacon as smooth and positive as possible.

Schedule

Tuesday - Saturday | 3:00 PM - 11:30 PM

This is a great opportunity for someone who prefers a consistent evening schedule while still making a meaningful impact every day.

What You'll Do

• 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.

What Makes You a Great Fit

We're Looking For Someone Who Is

• A strong communicator with excellent listening skills.
• Patient, empathetic, and genuinely enjoys helping others.
• Organized and able to multitask in a fast-paced environment.
• Comfortable working with computers, databases, and various software applications.
• A strong problem-solver who can think through challenges and identify effective solutions.
• Professional, dependable, and team-oriented.
• Comfortable working independently while knowing when to elevate an issue.
• Committed to confidentiality and protecting sensitive employee and company information.

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.

Work Environment

The majority of this position's duties can be completed remotely, with occasional on-site visits to Beacon locations as needed.

Why Beacon?

At Beacon Specialized Living, We're Committed To Creating Positive Outcomes For The Individuals And Communities We Serve. Our Team Operates With The I CARE Values

Integrity

• Compassion
• Advocacy
• Respect
• Excellence

If you're someone who enjoys solving problems, supporting others, and making a difference behind the scenes, we'd love to have you join the STAR Team.