Customer Service Representative (bethlehem, PA)

Customer Service Representative

We have an exciting career opportunity that could be exactly what you've been looking for! We have an open position for a Customer Service Representative where you will play a crucial role in supporting our life insurance line of business.

This is more than just a job – it's a chance to build a rewarding career with us. If you have a passion for helping others and are eager to grow professionally, this could be the perfect fit for you! We are looking for outgoing candidates who enjoy speaking with customers within an inbound contact center environment. Our contact center has received recognition for delivering exceptional customer service experience, and we are seeking individuals who are motivated to excel in their roles.

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 measures 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 on 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 apply resources to navigate and solve problems quickly and independently

You have:

• 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
• Effective at managing multiple tasks and priorities
• Solid understanding of computer systems and keyboarding skills
• Ability to work autonomously and within a team
• Positive attitude and dedication to providing superior customer service

Training and Location Details This is a hybrid position working 3 days a week in our Bethlehem office and 2 days a week remote.

This position will start Monday, November 10th and the training period will be approximately 6-8 weeks with training hours of 8:30am-5pm EST. Following training, you will be assigned an 8-hour shift between the hours of 8am-6pm depending on business needs.

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.

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.