Customer Service Specialist (Bilingual)

  • Globe Life and Accident Insurance
  • 3700 South Stonebridge Drive, McKinney, TX, United States
  • Nov 08, 2017
Full time Insurance

Job Description

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

Occupations

Call Center

Salary

$16.50-$18.50 hourly (plus bilingual pay differential - Spanish)

Listing Logo