Customer Service Representative (Hybrid)

Guardian Life Insurance Company•Pittsfield, MA

1d•Hybrid

About The Position

Guardian is seeking Customer Service Representatives to join our award-winning Contact Center team. In this role, you will serve as a trusted resource for policyholders, helping customers navigate life insurance coverage, policy administration, payments, and account updates while delivering a professional, empathetic, and accurate service experience. This is an opportunity to build a meaningful career with a company committed to your professional growth, development, and success. While customers are at the center of a service-oriented business, at Guardian we believe our employees should receive the same attention, care, and support. In addition to a competitive benefits package, we are intentional about creating an environment where employees feel valued, supported, and equipped to succeed. At Guardian, you will find development opportunities that allow you to grow in your role and align your work with your future career goals. Growth may come through continued industry education, shadowing, project work, coaching, or opportunities to become a subject matter expert. We want you to know that hard work is acknowledged, appreciated, and supported. We are looking for customer-focused candidates who enjoy helping others, solving problems, and working in a structured, high-volume inbound contact center environment. Our Contact Center is known for delivering outstanding customer experiences, and we want to work with individuals who are motivated to provide clear guidance, accurate information, and care in every interaction.

Requirements

Previous experience in retail, hospitality, banking, insurance, contact center, or another customer-facing service environment.
A high school diploma or equivalent; additional education or equivalent work experience is welcome.
Superior oral and written communication skills
Strong organizational skills and an ability to multitask
Comfort using computers, customer databases, knowledge resources, and multiple systems while documenting information accurately.
Ability to work both independently and collaboratively in a team-based environment.
A positive attitude and dedication to providing superior customer service.
Must be legally authorized to work in the United States, without the need for employer sponsorship.

Nice To Haves

Driven and inspired to show care and empathy in ways that positively impact the customer experience.
Comfortable learning complex insurance products, internal procedures, and service standards.
Detail-oriented, with a commitment to providing accurate information and following procedures consistently.
Able to use resources, ask thoughtful questions, and solve problems quickly and independently.
Calm under pressure and able to maintain professionalism during challenging customer conversations.

Responsibilities

Respond to customer inquiries regarding life insurance coverage, premiums, loans, policy administration, and account updates while delivering a consistent and caring customer experience.
Research and resolve customer questions, including premium or loan payment matters and eligible policy changes such as address or beneficiary updates.
Explain policy information, coverage details, and available administrative options clearly so customers understand next steps.
Recognize when customers should consult with their financial professional or when complex matters require escalation to the appropriate internal team.
Properly verify callers by obtaining required data points or Personally Identifiable Information (PII) to ensure information is provided to the appropriate party.
Navigate multiple systems, customer records, and knowledge resources while maintaining the flow of the customer conversation.
De-escalate customer concerns, set clear expectations, and follow through on next steps to support timely resolution.
Document customer interactions accurately and in a timely manner in accordance with procedures.
Meet service and quality expectations in a high-volume environment, including schedule adherence, quality assurance, productivity, and customer experience measures.

Benefits

Competitive benefits package
Development opportunities that allow you to grow in your role and align your work with your future career goals.
Continued industry education
Shadowing
Project work
Coaching
Opportunities to become a subject matter expert
Skill-building
Leadership development
Philanthropic opportunities
Supportive, flexible, and inclusive benefits and resources