Contact Center Representative I
MORE INFORMATION ABOUT THIS JOB:
If you want to make a positive difference and stand out from the crowd, you ll fit in at The Standard (www.standard.com). Through our retirement plans and insurance products and services, we help people achieve financial well-being and peace of mind. Come join us and share our passion for serving our customers in a positively different way.
At The Standard, our Contact Center Representatives play a critical role in our organization. They are true advocates for our customers and provide timely and effective resolutions to every day questions. Representatives will receive extensive training in our product line that will allow you to provide the exceptional customer service The Standard is known for. You will be joining a team who really values teamwork and collaboration. This department continues to learn and grow together daily. An ideal candidate will be driven, enjoy working in a fast-paced environment, and takes pride in providing quality customer service. If you are looking to join a great, growing department and be challenged, this could be the role for you!
Respond to high volume Contact Center inquiries over the phone by personalizing and relaying accurate information to members. Facilitate the member s experience with the company and advance the members understanding of our product offerings. Perform research and resolve a variety of member transactions. Provide technical, procedural, and operational guidance on client service issues.
Deliver personalized service and respond to a variety of product questions over the phone. Provide clear and concise communication of product information, policies, and procedures by using a variety of computer and telecommunications technologies/software/systems. Problem solve, perform initial research, and follow-up with individual client related issues as needed. Monitor status of requested / assigned work, prepare customized correspondence as necessary, and make outbound calls as requested. Facilitate call escalation for clients whose requests are not being met within established service timeframes. Practice de-escalation techniques to enhance the overall member experience.
Collect and analyze information from members to determine eligibility/entitlement/set-up to our products. Approve and/or communicate resolution to members within guidelines.
Solicit and analyze customer feedback to identify areas for customer service improvements; may develop and modify written correspondence. Recommend changes to internal forms and procedures, and inform management of customer feedback as appropriate to ensure prompt and accurate answers to inquiries.
Utilize online tools and resources to monitor performance results in schedule adherence, quality assurance, and client satisfaction in order to achieve performance metrics within the Contact Center.
Support Division projects as assigned, specifically those involving customer-focused activities and secondary activities that support the administrative and servicing functions of the organization.
Education & Experience: Associate s Degree preferred. Requires minimum 1 - 2 years telephone customer service experience, or the equivalent combination of education/experience.
Knowledge & Skills: Applies acquired job skills and working knowledge of company policies.
Job Complexity & Judgment: Works on semi routine assignments. Works within defined procedures but is able to deviate from normal routine; understands when to escalate issues if necessary.
Independence & Supervision required: Typically receives general instructions on routine work; may require detailed instructions on new assignments. Follows established procedures.
Interaction & Influence: Contacts are typically limited to own department; begins to build working relationships outside department.
Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Equities, Inc. and StanCorp Investment Advisers, Inc., marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender, sexual orientation, age, disability, or veteran status or any other condition protected by federal, state or local law. The Standard offers a drug and alcohol free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on Standard property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation, drug test, employment, education and licensing verification as a condition of employment. All employees of The Standard must be bondable.
For more information regarding your Equal Employment Opportunity applicant rights, please visit the URL: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf,