Customer Service Specialist

Protective • St. Louis, MO

45d • $41,600 - $45,000 • Onsite

About The Position

In this role, you will be responsible for providing exceptional service to our customers. You will interact with customers primarily over the phone to address their inquiries, resolve problems, and ensure their overall satisfaction. The ideal candidate will have strong multitasking skills, be comfortable working with multiple technology systems, and demonstrate ownership and a proactive approach to problem-resolution. This is an in-office position at Protective's office in St. Louis.

Requirements

• Previous customer service experience in an inbound call center or similar environment is strongly preferred.
• Experience using various modern computer systems, software applications, and communication tools.
• Demonstrated experience in resolving conflict and creating customer satisfaction in difficult situations.
• High school diploma or equivalent; some college education preferred.
• Flexibility to work in shifts, including evenings, weekends, and holidays, as required.

Nice To Haves

• Strong problem-solving and decision-making abilities, with the capacity to think quickly and independently.
• Ability to work in a fast-paced, dynamic environment and handle multiple tasks simultaneously.
• Empathetic listening skills, good judgement, and critical thinking to know when issues should be escalated.
• Excellent communication skills, both written and verbal, with a professional and friendly demeanor.

Responsibilities

• Assist customers via various communication channels, including phone, email, chat, and social media, ensuring a consistent and positive experience.
• Handle customer inquiries and resolve issues efficiently, effectively, and in a timely manner.
• Utilize multiple systems and software tools to access customer information, track interactions, and document relevant details accurately.
• Actively listen to customers, identify their needs, and provide appropriate solutions or escalate to the appropriate team if necessary.
• Take ownership of customer issues and follow through until resolution, ensuring customer satisfaction.
• Provide accurate and up-to-date information about products, services, policies, and procedures.
• Maintain comprehensive knowledge of company products, services, and promotions to effectively address customer inquiries and offer relevant solutions.
• Meet or exceed customer expectations by performing at or above the established service level agreements (SLAs) and quality standards.
• Recommend opportunities for improvement of our customer service processes and interactions.
• Continuously develop and enhance product knowledge and customer service skills through ongoing training and self-learning opportunities.

Benefits

• Comprehensive health, dental and vision insurance
• Mental health benefits
• Employee assistance program
• Paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day)
• Contributions to healthcare accounts
• Pension plan
• 401(k) plan with Company matching
• ProHealth Rewards

What This Job Offers

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