Job Title

Summary: If youre the kind of person who likes to solve problems and help others when they need it, you could be a perfect fit for this opportunity. Youll be the final contact for our customers: responding to customer escalations telephonically, helping to manage e-mail communication, and general inquiries on Voluntary Benefits claims. This role is the final stop in a 3-tier system escalation system. If the customer is not able to be serviced by the initial customer service representatives (ex: let me talk to a supervisor, I want to speak to someone else, etc.), they are transferred to this role where the escalation is handled. De-escalation skills are of the utmost importance, and the ability to document the phone call during an escalation is essential. Job Responsibilities: •Phone servicing of claim inquiries, customer escalations, client concerns and inquiries, status updates etc. •Provide excellent customer service and accurate information via incoming telephone calls, text chats and email in a fast-paced, automated, high-volume contact center environment •Assume ownership and accountability in handling customer requests in an efficient, accurate and professional manner •Demonstrate the ability to analyze information to make appropriate decisions and solve problems, while maintaining a pleasant phone experience for the caller •Effectively navigate multiple system applications to research, analyze and resolve requests, inquiries & concerns •Maintain established levels of productivity, service, and quality standards •Learn and comply with corporate policies, regulatory standards, business processes, and procedures •Complete additional tasks and other projects/duties as assigned •Availability to work a variety of shifts, including closing (through 6pm CST). Work overtime as needed Skills:- •Effective, strong, and service focused communication skills, both verbal and written. Ability to de-escalate and resolve a customer complaint while demonstrating confidence and empathy •Strong decision-making velocity in a fast-paced, high-volume phone contact center environment •Proficient computer skills (keyboarding, login, web/cloud navigation), Microsoft 360 (Excel, Word, Outlook, Teams), multi-monitor usage and multi-tasking •Demonstrate professionalism, personal accountability, reliability and taking personal pride in the handling of inquiries from our customers and agency partners •Ability to manage competing demands, handle stressful situations, problem solving and strong decision velocity