Customer Experience Specialist 1
About The Position
As a Customer Experience Specialist 1 in our Group Administration Contact Center, you’ll be making a difference every day. Your day will be filled with answering customers inquiries from both internal and external customers (employer administrators, agents, and employees) related to policies they have with Principal. Here are some additional details regarding responsibilities: Responsible for interacting with customers via inbound / outbound phone calls and ensuring a consistent, positive experience for Principal's customers while incorporating the established service processes in all interactions. Responds and anticipates the customer's needs while navigating several systems and web applications. Understands the customer's' previous interactions with Principal in order to provide an integrated, 360 experience. Builds customer relationships by providing accurate information, communicating the process effectively and solving the customer inquiries real-time. Demonstrates ability to recognize when an interaction needs to be escalated for resolution. Identifies innovation solutions to improve the customer experience and identifies voice of the customer opportunities for the enterprise. While we're open to remote opportunities, those candidates who reside within 30 miles of the Des Moines, IA and Charlotte, NC Principal offices, would be working in the office with the potential for a hybrid work arrangement in the future.
Requirements
- 2+ years of customer service experience or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, and education.
- Ability to learn a broad range of benefit and claim products and apply that knowledge by referencing appropriate tools and resources.
- Excellent typing skills.
- Ability to quickly learn and navigate within numerous software and web applications.
- Proficient with desktop applications such as MS Office and Internet browsers.
- Strong analytical, organizational, problem solving, attention to detail and decision-making skills.
Nice To Haves
- Experience working within call centers, customer service and/or dental insurance experience preferred.
Responsibilities
- Responsible for interacting with customers via inbound / outbound phone calls and ensuring a consistent, positive experience for Principal's customers while incorporating the established service processes in all interactions.
- Responds and anticipates the customer's needs while navigating several systems and web applications. Understands the customer's' previous interactions with Principal in order to provide an integrated, 360 experience.
- Builds customer relationships by providing accurate information, communicating the process effectively and solving the customer inquiries real-time.
- Demonstrates ability to recognize when an interaction needs to be escalated for resolution. Identifies innovation solutions to improve the customer experience and identifies voice of the customer opportunities for the enterprise.
Benefits
- Personal Time Off (PTO) is provided to hourly (non-exempt) employees and provides a set amount of accrued time earned each pay period. Employees can use their PTO for vacation, personal or short-term illness.
- Pension Eligible
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
