Client Service Delivery Associate III – Mountain and Pacific Time Zones Preferred

Client Service Delivery Associate III – Preferred PST/MST time zones with salaries based on location and starting salary of $21.00 per hour with a 3% anual bonus target.

Position Summary

The Customer Care Associate role supports Guardian’s mission to keep our promises and serve more people by providing effortless and exceptional service to our voice/telephone inquiries from insured members, employers, brokers, and sales for benefits, billing, eligibility, claim status, and all other miscellaneous inquiries following process and procedures that provide accurate, complete, and thorough service resolution. When needed, this role investigates customers’ service issues and proactively resolves problems by documenting details of telephone conversations and the actions taken.

Qualified candidates who move forward in the process can expect the following:

• An invitation to take a 15-minute candidate assessment will be sent via email through our third-party vendor, Glider.  There will be a series of questions related to your experience in handling various customer issue examples, your internet connectivity, and your typing accuracy and speed.
• Selected candidates will then be scheduled to interview with our customer service leadership team via Microsoft Teams video-based interviewing.  You will be asked to provide specific examples of your professional experiences.
• Candidates that have been chosen to move forward will be made an offer of employment within one week of the interview, typically in a group setting via Microsoft Teams.  This will foster the same sense of community that you will find in training as well as in your career at Guardian.

Candidate Responsibilities

• Responds to phone, email, and chat customer inquiries
• Ability to move between different functions as needed
• Triages & assesses inquiry root cause to determine effective resolution and or response
• Utilizes multiple systems to assess, customer inquiries and provide timely and accurate resolution
• Optimizes the use of call, email and chat communication channels while receiving high voice of customer (VOC) survey scores
• Adheres to schedule and uses scheduling tools appropriately. Must also comply with departmental scheduling policy and practice
• Builds immediate rapport with the customer
• Achieves strong customer satisfaction and loyalty by providing a positive Customer Experience through responsive, thorough, and effective service
• Works collaboratively with back-office areas and departments to research and correct customer issues and provide effective, timely resolution
• Leverages strong insurance background to resolve customer inquiries towards effective customer resolution
• Possesses knowledge of company procedures and demonstrates technical and soft-skill knowledge to handle the different types of service inquiries
• Processes changes within scope of authority or refers to appropriate area as necessary.  Escalates to next level when necessary and appropriate
• Communicates clearly and articulately in all situations
• Listens to others objectively and actively, sharing ideas in a clear and precise manner and participating effectively in discussions and meetings
• Possesses knowledge of customer impact and company procedures
• Maintains the customer privacy and confidentiality standards as set by Guardian and applicable legal requirements

Reporting Relationships

• This position reports to the Team Leader

Functional Skills

• Ability to navigate between multiple applications efficiently and quickly during one customer interaction to obtain information and provide correct and concise information
• Proficient PC skills that demonstrate efficient use of windows applications and corresponding functions (copy, cut, paste, toggle, etc.) including ability to quickly input / retrieve data while working with customer on the telephone
• Ability to remain focused and productive each day though tasks may be repetitive
• Ability to maintain balanced performance in areas of production and quality
• Excellent schedule adherence and time management skills
• Ability to work effectively with all external/internal contacts, building a positive and respectful working relationship
• Professional verbal and written communication skills
• Possesses the ability to explain routine and technical issues clearly and understandably
• Maintains a high sense of priorities and uses solid judgment in making routine decisions and communicating those decisions to the appropriate parties.  Must also understand which situations can be resolved without involving others
• Strong aptitude in math

Success Factors

• Continuously strives to deliver superior results and exceptional customer service
• Expresses oneself in an open and honest manner
• Demonstrates self-awareness and embraces feedback
• Demonstrates respect for, and inclusion of, others
• Open to and embraces change
• Embodies a growth mindset
• Motivated to advance skills, knowledge, and career

Position Qualifications

• High School degree required
• Two-year Associate Degree, bachelor’s degree, or equivalent work preferred experience in Customer Service and insurance industry.
• 2-3 years of Call Center experience is preferred.
• Internet speed at a minimum of 50 Mbps download /10Mbps upload with a hard-wired connection
• Insurance, Dental, or Disability experience is a plus.
• Completion of company training program required (currently remote training)
• Constant work sitting at a cubical desk
• Prior work from home and/or virtual skype experience preferred
• Occasional overtime based on business needs
• Availability to work all call center shifts with determination based on occasional shift bid

Our Promise

Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

We Offer

• Meaningful and challenging work opportunities to accelerate innovation in a secure and compliant way.
• Competitive compensation package.
• Excellent medical, dental, supplemental health, life and vision coverage for you and your dependents with no wait period.
• Life and disability insurance.
• A great 401(k) with company match.
• Tuition assistance, paid parental leave, and backup family care.
• Dynamic, modern work environments that promote collaboration and creativity to develop and empower talent.
• Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best.
• Employee Resource Groups that advocate for inclusion and diversity in all that we do.
• Social responsibility in all aspects of our work. We volunteer within our local communities, create educational alliances with colleges, drive a variety of initiatives in sustainability.

Salary Range

$41,890.00 – $62,830.00

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.