Client Service Delivery Associate III

Guardian Life Insurance • Work From Home - WI, WI

5d • $42,830 - $64,250 • Remote

About The Position

The Client Service Delivery Associate III supports Guardian’s mission by delivering customer-focused service through phone, email, and chat. The role handles inquiries about benefits, billing, eligibility, and claims, providing accurate, efficient, and timely resolutions. It requires problem-solving skills, the ability to navigate multiple systems, and a commitment to a high-quality customer experience.

The position works in a high-volume call center and is measured against performance standards such as average handle time, schedule adherence, quality, and Voice of the Customer surveys. The role is remote/work-from-home, with Mountain, Pacific, and Central time zones preferred. No travel is required. The associate reports to a National Service Center Team Leader, who reports to the National Service Center Manager.

The starting hourly rate is $21.00, with a 3% annual bonus target. The listed salary range is $42,830 to $64,250; final pay depends on the candidate’s education, experience, knowledge, and abilities. The role may also be eligible for annual, sales, or other incentive compensation.

Requirements

• High school diploma or equivalent.
• Ability to work across phone, email, and chat communication channels.
• Strong aptitude in math, computer proficiency, and ability to navigate multiple systems.
• Effective verbal and written communication skills.
• Ability to manage time, prioritize tasks, and maintain schedule adherence while balancing production and quality.
• Availability to work all call center shifts as determined by business needs.
• Direct-wired internet connection with a minimum speed of 50 Mbps download and 10 Mbps upload.
• Ability to self-diagnose and troubleshoot technical issues.
• Proficient PC skills, including efficient use of Windows applications and functions such as copy, cut, paste, and toggle, and the ability to quickly input and retrieve data while speaking with a customer by telephone.

Nice To Haves

• Associate or bachelor’s degree, or equivalent work experience.
• 2–3 years of call center or customer service experience.
• Experience with insurance, dental, or disability products.
• Prior remote/work-from-home experience.
• Strong problem-solving and analytical skills, including basic math aptitude.

Responsibilities

• Respond to customer inquiries via phone, email, and chat, delivering accurate and timely resolutions.
• Assess customer needs, identify root causes, and determine appropriate solutions.
• Navigate multiple systems to research inquiries and document customer interactions.
• Build customer rapport while delivering positive, high-quality customer experiences.
• Collaborate with internal teams to resolve complex issues and escalate when necessary.
• Work in a high-volume call center while meeting performance metrics, including average handle time, adherence, quality, and Voice of the Customer surveys.
• Maintain customer privacy and confidentiality in accordance with Guardian standards and applicable legal requirements.

Benefits

• A 3% annual bonus target.
• The company describes benefits and resources as contemporary, supportive, flexible, and inclusive; benefits apply to eligible full-time employees, but specific benefit offerings are not listed in the posting.
• Skill-building, leadership development, and philanthropic opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED