We help people achieve financial well-being and peace of mind.
Contact Center Representative I
Location
United States
Posted
6 days ago
Salary
Not specified
No structured requirement data.
Job Description
Role Description
In this role, you'll respond to a high volume of Contact Center inquiries, providing personalized and accurate information to our members. Your main responsibility will be to enhance the member experience and deepen their understanding of our products. You'll handle various member transactions, conduct research, and resolve issues while effectively multitasking during calls. Additionally, you will utilize problem-solving skills to ensure one-call resolutions and manage escalations professionally, practicing de-escalation techniques to improve overall satisfaction.
- Deliver personalized service and respond to product inquiries.
- Conduct research and follow up on member issues to achieve resolution.
- Provide administrative support and participate in team huddles.
- Ability to work in a fast-paced environment is a requirement of the role.
Qualifications
- High school diploma or equivalent is required.
- Minimum of 1+ years of customer service experience in a call center.
- Strong communication skills and ability to relay product information clearly.
- Familiarity with using multiple computer and telecommunications technologies.
- Experience with performance metrics and quality assurance processes is preferred.
Requirements
- Adaptability to changing situations and member needs.
- Integrity in communication and service delivery.
- Strong problem-solving skills and initiative.
- Ability to maintain a calm demeanor under pressure.
Benefits
- A rich benefits package including medical, dental, vision and a 401(k) plan with matching company contributions.
- An annual incentive bonus plan.
- Generous paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually — PTO increases with tenure.
- A supportive, responsive management approach and opportunities for career growth and advancement.
- Paid parental leave and adoption/surrogacy assistance.
- An employee giving program that double matches your donations to eligible nonprofits and schools.
Job Requirements
- High school diploma or equivalent is required.
- Minimum of 1+ years of customer service experience in a call center.
- Strong communication skills and ability to relay product information clearly.
- Familiarity with using multiple computer and telecommunications technologies.
- Experience with performance metrics and quality assurance processes is preferred.
- Adaptability to changing situations and member needs.
- Integrity in communication and service delivery.
- Strong problem-solving skills and initiative.
- Ability to maintain a calm demeanor under pressure.
Benefits
- A rich benefits package including medical, dental, vision and a 401(k) plan with matching company contributions.
- An annual incentive bonus plan.
- Generous paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually — PTO increases with tenure.
- A supportive, responsive management approach and opportunities for career growth and advancement.
- Paid parental leave and adoption/surrogacy assistance.
- An employee giving program that double matches your donations to eligible nonprofits and schools.
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