About the role

As a Leave Specialist, you will be the primary contact for employees of companies we service and will manage a leave of absence from start to finish. You will also play a critical role of supporting your peers and Sparrow team members.  

What your day to day will look like:

• Drive success through initial customer kickoff and provide a supportive, personalized end-to-end leave of absence experience for customers using a combination of tools to manage, communicate and update all stages of a leave.
• Act responsively, accurately, and with attention to detail in a considerate and timely manner with your assigned customers.
• Actively participate in team meetings providing feedback, solutions and suggestions.
• Communicate and participate externally with employees going on leave to discuss the leave of absence process and specific leave questions. 
• Partner with our internal payroll teams to ensure employees are paid accurately and on time.
• Interface and collaborate comfortably with a variety of key parties: individuals on leave, HR/payroll teams, state representatives, doctor’s offices, etc. through various methods of communication (phone call, email, video chat).

Attributes of a successful candidate who will excel at supporting our customers:

• Strong communication skills that allow you to interact comfortably with internal cross-functional teams, and customers. 
• You excel in active listening, empathy, and approachability. 
• Be comfortable moving between multiple tasks in a quick succession.
• Maintains internal systems and processes. 

In collaboration with the Sparrow team, build a better product:

• Collect and share product feedback that you receive during customer interactions.
• Evaluate our impact throughout the lifecycle of each leave.
• Implement process improvements to resolve inefficiencies and address customer pain points. 
• Provide and seek negative and positive specific feedback to your peers, supporting your team’s growth and development. 

About you

• Superior organization skills and detail-oriented. You’re able to track various tasks from different leaves and ensure nothing gets lost. 
• Outstanding verbal and written communication skills. Clear, empathetic communicator able to balance rapport and problem solving. You are comfortable communicating through email, chat, and phone calls.
• People person. Remarkable degree of empathy and interpersonal intuition, and strong, active listening skills. More than 2 years of client-facing experience where relationship-building is valued.
• Learner’s mindset. Highly self-directed, adaptable, and up for feedback and implementation in a fast paced, always changing environment. 
• Proactive. You’re always anticipating what might come next and how better to support the Leave Specialist team. 
• Systems-oriented. Always thinking of how you can improve processes to make the team even more efficient. 
• Trustworthy. You act with discretion and can be trusted to handle confidential information appropriately.
• Relentlessly Optimistic. You believe in and work for the possibility of change and are unyielded by uncertainty and roadblocks. 
• Empathetic. You lead with empathy, and understand each situation from our customers perspective and approach with compassion.