Customer Service Professional I

Manulife • Time, IL

95d • $32,025 - $53,375

About The Position

Are you passionate about working with customers, building relationships, and being part of a growing business? Then we would love to have you join our Long-Term Care team as a Customer Service Representative! With the customer as the focus, this role will take a proactive approach to every customer interaction, to ensure a high-quality Manulife/John Hancock experience. This role is primarily accountable for providing education about insurance products, policies, and processes to a wide range of long-term care (LTC) customers via phone or email support. Some will have purchased their policy recently and simply have premium related questions, while others who’ve owned a policy for many years may require a full review of coverage.

Requirements

• Flexibility to work variable hours as business needs dictate
• Maintain a calm demeanor under pressure and are dependable
• Possess excellent communication skills
• Can learn and adapt quickly
• Manage upset customers while demonstrating patience and empathy
• Understand and apply best practices when resolving problems
• Have strong multi-tasking skills while ensuring accuracy and attention to detail
• Enjoy helping others and easily establish rapport with customers
• Hold good computer skills especially web navigation and research capabilities
• Handle confidential information in a professional manner
• Are passionate about resolving problems as quickly and effectively as possible
• Demonstrate a positive attitude even in challenging situations
• Enjoy collaborating and possess a solid work ethic
• Bilingual in English/Spanish is an asset

Responsibilities

• Provide customers with an excellent service experience by listening carefully and confidently addressing their needs
• Empathize when appropriate, especially in escalated situations or upon report of illness or death
• Remain calm during heated and high-pressure situations
• Correctly record information into various computer systems
• Follow strict procedures for privacy and transaction processing
• Fulfill customer expectations via methods that comply with established policies and procedures
• Learn and use all systems and resources to meet customers’ needs

Benefits

• A competitive salary and benefits packages
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills
• A focus on growing your career path with us
• Flexible work policies and strong work-life balance
• Professional development and leadership opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level