Eap Call Center Representative

Job summary
This position is dedicated to the USPS EAP Program.EAP Call Center Representatives act as a liaison and provide essential information to members.Responsibilities include routing calls, assessing risk, and providing referrals.
Job seniority: entry level
Responsibilities
• Receive initial calls from providers and clients, assist with needs and routing calls.• Triage crisis callers to clinical staff for appropriate assistance.• Provide routine referrals to callers and adjust demographic information.• Meet internal standards to comply with company contract requirements.• Assist in training new hires on procedural aspects of the position.• Communicate telephonically and type simultaneously.• Adhere to department goals and guidelines.• Demonstrate use of MAGIC customer service concepts in all communication.• Willingness to work a variety of shifts if necessary.• Adhere to USPS Mission Statement, Core Values, Code of Business Conduct, and Compliance Program.
Requirements
• High school diploma plus 5 years of customer service experience, or associate's degree and three years of related experience, or bachelor's degree.• Able to concurrently communicate telephonically and type.• Proven written and oral communication skills, organizational skills, demonstrated willingness to work within a collaborative, team-oriented environment.
Key Skills Needed
• Empathy• Effective communication• Active listening• Critical thinking• Problem-solving• Ability to work in a team-based environment
Benefits
• Medical, Dental, Vision• 401(k) with competitive employer match• Company paid life and disability insurance• Company paid gym access• Tuition reimbursement• Parental leave• PTO (vacation, sick and volunteering)• Remote Work