Customer Service Representative (contact center environment)

Candidate Value Proposition

The successful candidate will have the opportunity for career growth and development in a supportive and inclusive environment. an individual’s success is prioritized with leaders invested in your growth, diverse employee resource groups, and a strong emphasis on work/life balance and community involvement.

committed to delivering outstanding client experiences through service excellence and a client-focused approach. Our culture thrives on open communication, partnership, and collaboration, leveraging our global capabilities with a local market focus.

With access to online learning programs and leadership support, you can develop your career at your own pace.

Typical Day in Role

As a Customer Service Professional, you will be responsible for managing all aspects of customer service and addressing customer needs through inbound phone, email, online chat and at times outbound follow- up services, all pertaining to group plan insurance benefits. Customers may be internal or external with requests of varying degrees of complexity. Must have strong interpersonal, customer service and communication skills.

• Providing timely, accurate responses to those requesting information on products and service offerings
• Inbound calls
• Will be measured against KPIs - Average handle time (includes talk time). ACW (After call work). Hold Time. NPS – Customer Satisfaction. Quality Accuracy and Compliance.
• Troubleshooting plan member system and plan queries

Candidate Requirements/Must Have Skills:

1. Previous customer service experience.
2. Previous experience can include contact center, retail environment or service industry.
3. Tech Savvy – Ability to learn and navigate through various administration systems simultaneously. Comfortable and competent in leveraging technology.

Nice-To-Have Skills:

1. Previous experience in a contact center environment would be considered a tremendous asset.
2. Sales Force
3. AWD Imaging Systems

Soft Skills

• Effective communication. Ability to be understood well and concise in their communication style
• Ability to excel in a fast-paced, ever-changing environment while exhibiting a calm and professional manner.
• A continuous learner. Willing to learn new applications, products and services and stay up to date with knowledge articles.
• Attention to detail
• A solution driven mindset, problem solving and decision-making skills.
• Collaboration - You will contribute to building a supportive, diverse, and thriving workplace. Being a part of a high performing team, supporting one another.