Customer Service Representative - Pittsfield, MA

Customer Service Representative

Are you passionate about customer service and looking to build a long-lasting career in the insurance industry? Look no further! We invite you to join us at Guardian, a well-established Fortune 250 company with over 150 years of exceptional service.

At Guardian, we value dedication and enthusiasm. We're not just offering a job; we're offering a chance to grow and develop your career within a supportive and dynamic environment. Experience the satisfaction of making a difference while working in a company that values its employees and their professional aspirations.

Don't miss this incredible opportunity to be a part of an industry leader and start your journey towards a rewarding and fulfilling career as a Customer Service Representative. We look forward to welcoming you to the Guardian family and our Journey to 30!

You will:

• Resolve customer inquiries related to Life Insurance coverage; while ensuring you deliver a 5-star customer experience
• Research premium or loan payment related matters, assist clients with making policy changes including updates to address of record, listed beneficiaries, while recognizing when the client should consult with their financial professional for further guidance
• Meet and exceed individual performance metrics including average calls per day, adhering to daily schedule, Quality Assurance call scores, client survey scores, etc.
• Properly verify callers by obtaining correct data points or Personally Identifiable Information (PII) to ensure information is provided to the appropriate party
• Successfully navigate multiple computer systems while simultaneously ensuring the call flow with the customer continues to occur
• De-escalate caller concerns and set clear expectations of next steps that will need to occur to resolve an inquiry
• Thoroughly document the particulars of a call in a timely manner within a tracking system

You are:

• Driven and inspired to support our pursuit to show care and empathy and positively impact our customers' experience.
• Capable of understanding internal service standards, complex insurance products and processes.
• Focused on details to ensure correct information is provided, and procedures are followed accurately.
• Confident in ability to utilize resources to navigate and solve problems quickly and independently.
• Previous experience in the retail/service industries, which may include hospitality, banking or other customer facing positions
• A college degree preferred or equivalent work experience
• Superior oral and written communication skills
• Strong organizational skills and an ability to multitask
• Demonstrated computer systems and keyboarding skills
• Ability to work autonomously and within a team
• Positive attitude and dedication to providing superior customer service

Please note:

• This is a hybrid position with 3 days required in our Pittsfield, MA office (T/W/TH) and 2 days' work from home (Monday and Friday).
• This position requires the ability to work between the hours of Monday-Thursday 8am-6:00pm EST and Friday's 8am-5pm EST.

Salary Range: $41,890.00 - $62,830.00

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you'll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Inspire Well-Being

As part of Guardian's Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Accommodations

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact applicant_accommodation@glic.com.