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.
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
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
Bachelor’s Degree preferred or
5 years minimum work experience in a similar role
Documentation of consistently exceptional performance evaluations
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