Long Term Care Customer Experience Representative
About The Position
Long Term Care Customer Experience Representative Job Overview: This position entails providing accurate information while displaying exceptional customer service skills and product knowledge both written and verbally through multiple channels such as telephone calls, written correspondence, and email. Interpret the needs, process the requests, document the accounts, and provide personalized customer care involving any inquiry or change associated with long term care policies. Department Overview: At SILAC Insurance Company, our Customer Experience teams are dedicated to delivering exceptional service by providing timely, accurate support across all customer touchpoints. We handle a range of customer needs, from inquiries and policy management to secure identity verification and request processing, while maintaining a focus on security, efficiency, and personalized assistance. Our commitment to continuous improvement ensures we adapt to customer needs, enhancing the overall experience and fostering long lasting customer relationships.
Requirements
- Detail-oriented with the ability to complete tasks correctly and in a timely manner.
- Ability to solve problems of varying complexities, and to improve processes.
- Ability to communicate professionally and effectively.
- Ability to explain complex information with patience and in simple, understandable ways both verbally and in writing.
- Ability to adapt and thrive in a dynamic, fast-paced environment.
- Experience using computers including PC applications such as MS Word, Teams, MS Excel, or Outlook.
Nice To Haves
- High school diploma or GED
- Previous clerical or customer service experience.
Responsibilities
- Utilize patience, empathy, and listening skills to provide friendly, personalized service during calls with team members, policyowners, agents and care providers.
- Professionally answer questions, provide guidance, explain misunderstandings, complaints and complex problems via telephone.
- Research and resolve issues of varying complexity.
- Communicate professionally via internal written correspondence.
- Document calls in a professional and thorough manner.
Benefits
- Medical Plans, including FSA and HSA
- Dental and Vision
- 401(k) (Roth and Traditional)
- Pet Insurance
- Parental Leave
- Paid Time and Sick Time off
- 10 Paid Holidays and 1 Birthday Pay
- Paid Volunteer Time
- College Tuition Reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
