• Provide positive customer experiences to help troubleshoot basic technical problems primarily through verbal communication over the phone, both inbound and outbound. • May also need to provide support via our digital channels as needed. • Assist customers in troubleshooting issues with Schlage products and ensure a resolution or suitable next steps. • Escalate or seek guidance from internal resources or SME’s as needed. • Guide customers through how-to-related inquiries such as installation, app setup, product registration, etc. • Be the voice of the customer by communicating case drivers and known issues to internal stakeholders, ensuring a swift resolution. • Build trust through complete follow-through on customer commitments.

• Collaborate on Treatment Plans: Partner with doctors in real-time to review and refine case designs, ensuring optimal aesthetic and functional patient outcomes. You will provide expert guidance on complex cases and build customer confidence in our digital tools. • Provide Live Clinical Support: Communicate directly with clinicians via phone, chat, and video to troubleshoot issues, clarify workflows, and offer efficient and empathetic customer service. • Facilitate Cross-Functional Communication: Act as a liaison between doctors and Dandy lab teams, translating clinical feedback into production outcomes.

About ComPsych ComPsychⓇ is the worldwide leader in organizational mental health, well-being, and absence management, dedicated to igniting human potential in workplaces across the globe. For over 40 years, we have combined the best in technology with unmatched human expertise to help individuals and their organizations thrive. Our GuidanceResourcesⓇ and AbsenceResourcesⓇ solutions deliver end-to-end mental health, well-being, work-life, health navigation, and absence support to more than 75,000 customers worldwide, touching more than 160 million lives across 200 countries. Visit compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health and absence management needs. Job Summary As a Montana based Absence Customer Experience Contact Center Specialist, you will answer incoming calls to assist our customers and their employees with the administration of Family Medical Leave Act (FMLA) rights and responsibilities. This individual will report to a Customer Experience Team Lead, and must have strong attention to detail, customer service experience, commitment to quality, and be comfortable working in a structured fast-paced call center environment. Primary Responsibilities - Administer and adjust Family Medical Leave Act (FMLA), State, ADA, and company leaves as mandated by state and federal guidelines and in coordination with our customer’s policies - Handle high volume of incoming calls in a prompt and professional manner - Provide efficient and professional follow-up via phone and email to ensure the timely processing of leave requests - Communicate clearly and concisely with callers while identifying their needs and educating them on leave concepts and next steps - Meet & adhere to attendance and schedule, production and performance metrics, and quality goals - Maintain complete and accurate documentation of leaves within our proprietary database - Demonstrate respect, sensitivity, confidentiality, and understanding for the caller’s circumstance while maintaining professionalism at all times - Maintain a positive, empathetic, and professional behavior towards the customers at all times - Provide accurate, professional, and timely responses to communications from internal and external clients - Prioritize and organize daily responsibilities in order to meet all deadlines - Engage in ongoing education and training around laws, policies and service delivery - Provide innovative ideas that can support the ongoing growth of the Absence Department - Other duties as assigned Job Qualifications - Bachelor’s Degree preferred, High School Degree or equivalent required - 1-3 years Customer Service experience required - Call Center experience preferred - Employee benefits administration and/or FMLA administration a plus - Exceptional communication and organization skills, with strong focus on customer service - Quick thinking, resourceful, high energy, positive, and professional, with demonstrated multi-tasking and critical thinking skills - Computer literate and proficient in Microsoft Office Suite - Bilingual Spanish is a plus - High-speed internet and a professional workspace that is free from distraction, disruption or outside noise Benefits and Perks - Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more - The salary range for this position is $15.87/hour - $16.35/hour. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, and scheduled hours. EEO ComPsych is an equal opportunity employer. All applicants will be considered for employment regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status and any other characteristic protected by federal, state or local laws. ComPsych Corporation maintains a drug free workplace. ComPsych Corporation and its affiliates is committed to the responsible and transparent handling of your personal data. Information collected during the recruitment process will be used to assess your application and, where applicable, to prepare and administer an offer of employment. Your personal data will be processed in accordance with the privacy laws applicable in your country or jurisdiction of residence, which may include the California Consumer Privacy Act (CCPA), the EU General Data Protection Regulation (GDPR), Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation, and other applicable national or local privacy laws. For full details on what personal data we collect, how we use it, your rights as an Applicant, and how to contact us with privacy-related questions, please review the relevant Applicant Data Privacy Notices: US Applicant Data Privacy Notice & Canada Applicant Data Privacy Notice.

• Manages a team of operation representatives and/or supervisors responsible for effectively handling customer facing/service-related issues • Coaches, mentors, and manages performance of the team • Develop employees’ skills by providing a clear understanding of performance expectations through coaching, mentoring, and accountability of staff • Develop and monitor department procedures and quality control guidelines • Ensure department work production volume meets or exceeds product/service and quality standards • Develop target initiatives which improve the profitability of service operations • Provide reports to Senior Management on department performance and metrics • Resolve escalated claim issues for customers • Maintain long term staffing plan • Establish and track key performance indicators • Strategically identify and recommend business process improvements