What are the responsibilities and job description for the Contact Center Specialist position at Protective?
Are you passionate about providing top-notch customer service and solving problems efficiently? Join our team as a Customer Service Specialist within our Employee Benefits Division call center, and make a positive impact on our customers' experiences!
We are a leading provider in the insurance industry, dedicated to delivering exceptional service to our clients. We value teamwork, innovation, and a commitment to excellence.
As a Customer Service Specialist, you will be the first point of contact for customers seeking assistance with Disability Benefits Law (DBL) and Paid Family Leave (PFL) inquiries. Your primary responsibility will be to handle incoming calls professionally, ensuring each customer receives the support they need.
- Provide exceptional customer service to both internal and external customers.
- Use effective questioning and listening skills to understand customer needs.
- Identify customer needs and respond accordingly.
- Investigates and proposes solutions to the caller. Follows through on action items needed to rectify customer concerns and/or questions.
- Maintain a positive attitude and uphold our high customer service standards.
- Aim for one-call resolution, managing calls efficiently and effectively.
- Handle call transfers, messages, callbacks, holds, and interruptions effectively and with professionalism.
- Communicate the status of DBL and PFL claims clearly and effectively.
- Document all calls accurately.
- Refer complex calls to the Lead/Supervisor when necessary.
- Process emails.
- Meet production objectives and goals.
- Excellent customer service skills.
- Strong problem-solving abilities.
- Effective verbal and written communication skills.
- Ability to empathize with callers and provide support.
- Proficiency in Microsoft Office applications.
- Bilingual proficiency (English & Spanish) highly preferred.
- High School Diploma or equivalent required.
- Associate’s or Bachelor’s degree in Business Administration, Finance, or a related field is preferred.
- 0-5 years of customer facing work experience, contact center experience preferred.
Hours of operation are Monday-Friday, 7:00 am - 7:00 pm ET, schedules are determined based on business needs and team members must be available to work any shift within hours of operation.
This role will start in the New York office located at 1225 Franklin Avenue, Garden City with potential to go hybrid (2-days in office; 3-days work from home) following training and once meeting performance expectations.
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Salary : $45,000 - $50,000
