Contact Center Representative

Sun Life•Portland, ME

5d•Hybrid

About The Position

Contact Center Representatives are responsible for answering inbound calls from multiple toll-free lines for various client companies. You will resolve basic inquiries, such as for Leaves of Absence and Disability, referring more complicated questions to the appropriate area for support. It is also the responsibility of Contact Center Representatives to provide claims-related administrative assistance. All interactions will give you the opportunity to make a difference in the lives of our clients on a daily basis. The role operates from 11:30 am to 8:00 pm EST, Monday – Friday, with no weekends required.

Requirements

Client focused mindset and an empathetic approach toward others.
Confidence to handle escalated calls and deliver exceptional service.
Energy to thrive in a fast-paced environment.
Ability to multi-task across various technology platforms.
Desire to work collaboratively with a diverse range of people.
Prior customer service or contact center experience.
Minimum PC Speed Requirements: Download: 30 Mbps or higher, Upload: 15 Mbps or higher, Latency/Ping: ideally below 50ms.

Responsibilities

Answering inbound calls from multiple toll-free lines for various client companies.
Resolving basic inquiries related to Leaves of Absence and Disability.
Referring more complicated questions to the appropriate area for support.
Providing claims-related administrative assistance.
Driving timely resolution of various call types, creating a positive client experience.
Documenting calls in a clear and concise manner.
Engaging other departments, when needed, to address complex service issues.
Maintaining an understanding of the different clients, products, and department functions.