Customer Care II

Guardian Life Insurance • Work From Home - PA, PA

2d • $31,660 - $47,485 • Remote

About The Position

Guardian is seeking a Customer Care Representative to join our Member/Provider Customer Response Unit. In this role, you will be responsible for facilitating, analyzing, and resolving customer issues through various communication channels, including phone, email, and chat. You will service a suite of absence products such as short-term disability, state disability, state paid family leave, and Family Medical Leave Act. Your responsibilities will include initiating new absences for members and answering questions about current benefits and claims. Guardian fosters a team culture with core values of 'People Count,' 'We Do the Right Thing,' and 'We Hold Ourselves to Very High Standards.'

Requirements

• High School Diploma.
• Experience in a service-related industry.
• Minimum internet speed of 50/25 Mbps.
• Private and secure workspace free from interruptions.
• Phone skills, including familiarity with complex or multi-line phone systems.
• Strong time management and organizational skills.
• Great active listening skills.
• Exceptional interpersonal and rapport building skills.
• Legally authorized to work in the United States, without the need for employer sponsorship.

Nice To Haves

• Associate Degree or bachelor’s degree preferred.
• Consummate professional with excellent verbal and written communication skills.
• Self-motivated and goal-oriented.
• Thrives in a fast-paced environment where best-in-class customer service is the standard.
• Patient, empathetic, detail-oriented, and works well independently in a team setting.
• Tech savvy problem solver that can treat customers with compassion and care.

Responsibilities

• Facilitate, analyze, and resolve customer issues through phone, email, and chat.
• Service absence products including short-term disability, state disability, state paid family leave, and Family Medical Leave Act.
• Initiate new absences for members.
• Answer questions about current benefits and claims.
• Serve as a company ambassador by delivering exceptional customer service in the contact center.
• Collaborate across teams to solve customer issues and provide product support.
• Build relationships with Guardian members and providers by ensuring their needs are fulfilled in a timely and satisfactory fashion.
• Contribute in an ever-evolving work environment where everyone’s ideas matter.
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Develop in-depth knowledge of the company’s products and/or services.

Benefits

• Competitive compensation.
• Excellent medical, dental, supplemental health, life and vision coverage for you and your dependents with no wait period.
• Life and disability insurance.
• A great 401(k) with match.
• Tuition assistance, paid parental leave and backup family care.
• Dynamic, modern work environments that promote collaboration and creativity.
• Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best.
• Social responsibility initiatives including volunteering, educational alliances, sustainability initiatives, and diversity and inclusion advocacy.
• Skill-building, leadership development, and philanthropic opportunities.

What This Job Offers

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