Customer Solutions Specialist I (Hybrid - In Office 10 days/Month)

National Guardian Life Insurance Company • Madison, WI

1d • Hybrid

About The Position

This position provides an opportunity to demonstrate an excellent level of professional customer support to all internal and external customers via phone and written communication. The Customer Solutions Specialist I is responsible for phone support, submitting service requests and written communication according to procedures, and focusing on customer retention by providing a high level of friendly, compassionate, professional and responsive communication. A thorough understanding of processes and procedures across various product lines, and an ability to achieve consistent performance metrics is required. It is also just as important to contribute to and maintain a positive, healthy, team-oriented culture. Work is performed under general supervision.

Requirements

• Strong oral and written communication skills that convey confidence, professionalism and empathy
• Ability to follow procedures for processing and professional phone conversations as well as hold/transfer procedures
• General computer knowledge with the ability to learn NGL Systems
• Basic typing skills
• Good analytical and critical thinking skills
• Ability to work in a team environment
• Detail oriented and organized
• Ability to gather, analyze, and record information skillfully
• Ability to complete tasks while talking
• Minimum: High School or GED
• One to two years of customer service, call center experience preferred

Nice To Haves

• Other Wisconsin Preneed Certification
• LOMA 280 and 290 with ACS goal

Responsibilities

• Delivers high-quality communication primarily over the phone with callers while utilizing critical thinking and problem-solving skills to help find appropriate solutions
• Skilled in writing clear and detailed notes and instructions on each call
• Effectively writes emails, letters, and other forms of written communication with external customers needing documentation or letters
• Leverages resources and reaches out to others when needing support or assistance with escalated situations
• Utilizes various systems to locate applicable information and details for each call
• Accountable for personal growth and performance metrics
• Contributes in a supportive and positive manner with coworkers
• Works across the team to ensure coverage with incoming calls and written communication
• Completes assigned processing work, projects, tasks, and/or milestones by agreed upon due date
• Suggests solutions that meet the immediate and potential future needs and requests of our external and internal customers

Benefits

• 20 days of Paid Time Off growing to 25 days after 5 years
• 11 Paid Holidays (10 company holidays and 1 personal holiday of your choice)
• Health care, dental and vision plans
• Up to $1,500 (Family) or $1,000 (Single) annually towards a Health Savings Account
• Annual bonus based on company performance
• Paid Parental Leave
• 401(k) match up to 9%
• Paid Sabbatical after 8 years
• Paid Volunteer Time
• Education Assistance Program
• Employee Recognition Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees