Globe Life and Accident Insurance

3 job(s) at Globe Life and Accident Insurance

Globe Life and Accident Insurance 3700 South Stonebridge Drive, McKinney, TX, United States
Nov 08, 2017
Full time
Torchmark Careers Customer Service Specialist Tracking Code 11097 Job Description Customer Service Specialist (CSS) functions as a key resource within the Customer Service Department and is responsible for handling calls from new and existing customers regarding a variety of requests. Using their knowledge of products or services as well as great customer service skills, these professionals address issues, provide support and offer information, as needed, to keep customers satisfied and retain business. The Customer Service Specialist fields questions from group members and provides accurate and thorough guidance to ensure positive outcomes. This position is regarded as a high-level customer service position and requires knowledge of both CSR & CSA roles in addition to the duties outlined here. This position is required to develop and maintain business relationships with multiple levels of account personnel. The Customer Service Specialist exhibits genuine passion for the clients and stimulates the group to deliver world class customer service. Using internal and external resources, the Client Services Specialist efficiently solves problems on behalf of clients and swiftly devises methods to prevent future occurrences of similar issues.  Through training, CSS's focus on high customer satisfaction while maintaining adherence to defined operational standards set for CSS's (i.e. attendance, utilization, call quality, etc.). The Customer Service Specialist acts on behalf of Torchmark and its affiliates as subject matter expert (SME) for all customer inquiries and is required to effectively communicate and resolve each related issue. This position is also required to assist with important department and company initiatives, on an as needed basis.  Daily Duties:   Assist with daily call volume (service level takes priority) Provide accurate resolutions to customer inquiries in a professional and courteous manner Ensure customer needs are met on every interaction (phone, email, written correspondence, etc.) Meet Quality Assurance Requirements and other key performance metrics. Works to research and resolve problems in a timely manner while maintaining productivity standards and performance Assisting supervisors with their daily task if needed Assist with Training Assist with escalations Floor walking/Assisting with CSRs when needed Mentor/Coach CSRs to ensure company policies and procedures are met Identify and report issues/trends Reporting phone or system issues May serve as a lead for the team Assists as needed to perform other related duties and special projects as required. Provides feedback to the QA Manager regarding any call center issues Follows departmental initiatives to cultivate a “client for life” culture All other duties assigned Required Skills Excellent verbal & written communication skills Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use. Ability to learn new computer systems. Knowledge of customer service principles and practices Teamwork – Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team. Customer Service Focus – Demonstrate a focus on listening to and understanding client/customer needs and then delighting the client/customer by exceeding service and quality expectations. Must possess and professional and friendly attitude and be able to quickly develop a rapport with customers Type 25-30 wpm Schedule Flexibility Detailed oriented Ability to professionally handle and resolve escalated issues Must maintain and/or exceed department KPI goals: (Attendance, Average Handle Time, Utilization, Contacts, Busy & Away) Cross-trained on multi-lines of business Must have the ability to handle customer service emails, workflow, faxes and other offline duties Must maintain and/or exceed Quality Assurance Goals Acts as a reliable resource for technical, procedural, and policy questions Identifies solutions to resolve customer issues, overcome complex problems, and improve department efficiencies Acts as a subject matter expect for the team for policies and systems Provides feedback to the QA Manager Follows departmental initiatives to cultivate a “clients for life” culture Bilingual (Spanish) hourly pay differential Required Experience Bachelor’s Degree preferred or 5 years minimum work experience in a similar role Documentation of consistently exceptional performance evaluations Physical/OTHER Requirements Heavy computer and phone usage. Sitting 90% and walking 10% of the work day. Willingness to work shift work and overtime is required. Ability to work Weekends (if/when required) Frequency - Rare Job Location McKinney, Texas, United States Position Type Full-Time/Regular
Globe Life and Accident Insurance 3700 South Stonebridge Drive, McKinney, TX, United States
Nov 08, 2017
Full time
Torchmark Careers Customer Service Rep Tracking Code 11095 Job Description: Globe Life And Accident Insurance Company currently has an excellent opportunity for Customer Service Representatives. The Customer Service Representative’s (CSR) role is to provide superior customer service.  Providing exceptional service by ensuring all inquiries and issues are handled promptly and professionally through the use of multiple systems.  Through training, CSR’s focus on first contact resolution and high customer satisfaction while maintaining adherence to defined operational standards set for CSR's (i.e. attendance, utilization, call quality, etc..). The Customer Service Representatives acts on behalf of Torchmark and its affiliates as First tier support for all customer inquiries and is required to effectively communicate and resolve each related issue. This position is also required to assist with important department and company initiatives, on an as needed basis. Daily Duties: Assist with daily call volume (service level takes priority) Provide accurate resolutions to customer inquiries in a professional and courteous manner Ensure customer needs are met on every interaction (phone, email, written correspondence, etc.) Meet Quality Assurance Requirements and other key performance metrics. All other duties as assigned     Required Skills Excellent verbal & written communication skills Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use. Ability to learn new computer systems. Knowledge of customer service principles and practices Teamwork – Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team. Customer Service Focus – Demonstrate a focus on listening to and understanding client/customer needs and then delighting the client/customer by exceeding service and quality expectations. Must possess and professional and friendly attitude and be able to quickly develop a rapport with customers Type 25-30 wpm Schedule Flexibility Detailed oriented Bilingual (Spanish) hourly pay differential Ability to professionally handle and resolve escalated issues Required Experience High school diploma or equivalent. 1 year customer service experience in a similar role. (Preferred) Physical Requirements: Heavy computer and phone usage. Sitting 90% of the work day. Willingness to work shift work and overtime is required. Ability to work Weekends (if/when required) Frequency - Rare. Job Location McKinney, Texas, United States Position Type Full-Time/Regular
Globe Life and Accident Insurance 3700 South Stonebridge Drive, McKinney, TX, United States
Nov 08, 2017
Full time
Torchmark Careers Customer Service Advocate Tracking Code 11096 Job Description Globe Life And Accident Insurance Company is is hiring a Customer Service Advocate (CSA) . The CSA is responsible for handling calls from new and existing customers regarding a variety of requests. Using their knowledge of products or services as well as great customer service skills, these professionals address issues, provide support and offer information, as needed, to keep customers satisfied and retain business. This position is regarded as a mid-level customer service position and requires knowledge of the CSR role in addition to the duties outlined here. Through training, CSA's focus on first contact resolution and high customer satisfaction while maintaining adherence to defined operational standards set for CSA's (i.e. attendance, utilization, call quality, etc..). The Customer Service Advocate acts on behalf of Torchmark and it's affiliates as First tier support for all customer inquiries and is required to effectively communicate and resolve each related issue. This position is also required to assist with important department and company initiatives, on an as needed basis. Daily Duties: Assist with daily call volume (service level takes priority) Provide accurate resolutions to customer inquiries in a professional and courteous manner Ensure customer needs are met on every interaction (phone, email, written correspondence, etc.) Meet Quality Assurance Requirements and other key performance metrics. Works to research and resolve problems in a timely manner while maintaining productivity standards and performance All other duties assigned Required Skills Excellent verbal & written communication skills Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use. Ability to learn new computer systems. Knowledge of customer service principles and practices Teamwork – Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team. Customer Service Focus – Demonstrate a focus on listening to and understanding client/customer needs and then delighting the client/customer by exceeding service and quality expectations. Must possess and professional and friendly attitude and be able to quickly develop a rapport with customers Type 25-30 wpm Schedule Flexibility Detailed oriented Ability to professionally handle and resolve escalated issues Must maintain and/or exceed department KPI goals: (Attendance, Average Handle Time, Utilization, Contacts, Busy & Away) Cross-trained on multi-lines of business Must have the ability to handle customer service emails, workflow, faxes and other offline duties Bilingual (Spanish) hourly pay differential Required Experience High school diploma or equivalent; Associates Degree, preferred 2 years minimum work experience in a similar role required Documentation of consistently exceptional performance evaluations Job Location McKinney, Texas, United States Position Type Full-Time/Regular