Description
Description – External
**Training will begin for this class on Tuesday, June 7th **
Job Description
You are compassionate, service-oriented, driven, and have the desire to be part of a growing and innovative team. Joining a company where “People Count†and “We do the Right Thing†are important to you. You love the challenge of thinking on your feet while supporting people who are making major life decisions. You appreciate working with a committed group of colleagues and leaders who are kind and care about one another as well as the health and well-being of our customers and employees. Above all, you’re looking for a career where you can use your talents and hard work to deliver service that really matters — to make a difference in people’s lives.
Does this sound like you? If so, ReedGroup is the right fit!
As a Customer Care Representative at ReedGroup, you will help people navigate the logistics and real-world concerns of managing their absences from work. This will involve being the first point of contact for customers who need a leave of absence, or to answer questions about an existing leave of absence. Our customers depend on the ReedGroup Customer Care team to serve as subject matter experts on a wide variety of leaves, requiring enhanced knowledge of multiple systems and products. It’s challenging work, but we’re as committed to your success as you are! You will start your ReedGroup career with a comprehensive training program. Over time, you will have the opportunity to continue to gain knowledge about disability and leave management, in preparation for career advancement within our organization.
You are
• Dependable, service oriented, honest, compassionate, persistent, and thrive in a working environment where you use your analytical & problem-solving skills to help others
• Able to work independently and to adapt to a rapidly changing environment
• Excited about learning new things, and able to apply your enhanced knowledge in the service of your customers
• Adept at quickly navigating between multiple computer applications within one customer interaction to obtain information and provide correct and concise information back to the customer that combines data retrieved (talk and type)
• Very comfortable working with PCs and Microsoft Office, including corresponding functions (copy, cut, paste, toggle). You’re able to quickly input and retrieve data while working with the customer on the telephone.
Qualifications
Qualifications – External
You have
• Internet Connectivity Requirement/Remote Positions: For 100% remote positions, we require that (1) you have high-speed broadband cable internet service with minimum upload/download speeds of 200 Mbps/50Mbps and (2) that the equipment supplied by your Internet provider is hardwired to your company issued computer. To confirm whether your Internet system has sufficient speeds, please visit http://www.speedtest.net from your personal computer.
• A demonstrated successful work history in customer service, insurance, or related field. Knowledge of Disability Management, FMLA, and Workers Compensation is a plus, and a background in disability insurance or health care is also favorable.
• Bilingual (English/Spanish) is a plus
• Excellent communication & collaboration skills with strong ability to empathize with customers
• Strong attention to detail with critical thinking skills
• Demonstrated proficiency with Microsoft Office; your PC skills must include the ability to use dual screens and multiple systems simultaneously (we’ll provide the necessary equipment, of course!)
• High School Diploma or equivalent is required, bachelor’s degree a plus
You will
• Engage people who need help with their leaves of absence, using a variety of technologies including inbound and outbound telephone and chat
• Continuously strive to provide superior products and customer service, serving callers as a subject matter expert on a variety of leave types
• Initiate new leave cases in our system
• Make independent complex decisions within the scope of your authority
• Demonstrate a high level of confidentiality and professionalism
• Express yourself in an open and honest manner
• Demonstrate a positive attitude, self-awareness and embrace feedback
• Be kind and compassionate
• Use productivity and quality data & metrics to achieve superior customer service results
As a condition of employment, you will be required to complete paid training and successfully pass a final course assessment. This training will take place during the first 5-weeks of your employment, and the hours are full time.
Reporting Relationships
As a Customer Care Representative, you will report to a Customer Care Team Leader
Location & Vaccination Requirements
• The primary location for this position is remote, with an “at home†work arrangement.
• Covid – 19 vaccinations not required unless you voluntarily visit one of our campus locations or are attending an in-person company sponsored event.
Salary Range
The starting hourly wage for this position is $18 – $23; depending on experience.
Location
This role can be a remote/work from home position located anywhere in the Eastern, Central, Mountain and Pacific time zones.
Travel
There is no travel required for this position.
Our Promise
At ReedGroup, you’ll have the support and flexibility to achieve your professional and personal goals. 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
• Career pathing to other roles
401k with company match.
• Paid parental leave and backup family care.
• Medical, dental, vision plans.
• Life and disability insurance.
• Paid Time Off.
• Wellness discounts.
• Tuition assistance.
Work-Life Balance
We recognize the importance of a work life balance. We promote healthy lifestyles and flexible work arrangements for our employees.
About ReedGroup
As the largest exclusive provider of absence management services, ReedGroup has been dedicated to helping employees return to work safely for more than 35 years. We create a seamless experience so clients can excel at their jobs and better serve their employees – supporting a thriving, engaged, and skilled workforce. ReedGroup is a wholly-owned, independent subsidiary of The Guardian Life Insurance Company – providing even more ways we can better serve people. Guardian has been helping people protect their futures and secure their lives for more than 150 years, and today serves 27 million people by helping them find financial confidence and well-being in life, health, and wealth. And as one of the largest mutual insurance companies, we know what matters most: putting the needs of customers first.
Equal Employment Opportunity
Reed is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law
Primary Location
: United States-Washington-Regional Group Sales – Seattle
Other Locations
: United States-Texas, United States-Montana, United States-Idaho, United States-Utah, United States-Wyoming, United States-Nevada, United States-Oregon, United States-Colorado, United States-Arizona
Job
: Customer Service/Client Support
Schedule
: Full-time
Shift
: Day Job
Job Type
: Standard
Travel
: Yes, 10 % of the Time
Job Posting
:Â Mar 24, 2022, 7:18:52 AM