Work from Home Customer Service Representative at Globe Life Inc. in McKinney, Texas

Job Description:

Job Description:



Work from Home Customer Service Representative


Primary Duties & Responsibilities



Job Summary


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 Globe Life Inc. as a 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.

• Monday to Friday schedules, no weekend phone schedules.
• Site closed-Thanksgiving and Christmas

Primary Duties & Responsibilities



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



Knowledge, Skills, & Abilities:

• 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
• Reliable and predictable attendance of your assigned shift
• Ability to work Full-Time and/or Part-Time based on the specific position for which you're applying

Required Knowledge & Experience



Education & Work Experience:

• High school diploma or equivalent.
• 1 year customer service experience in a similar role. (Preferred)
• Must remain in current role for at least 9 months

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.



Location: 3700 S. Stonebridge Dr., McKinney, Texas

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Our Benefits


Savings and Investment Plan (401K) - Eligible employees may begin participating in the plan on the first day of employment.


Pension Plan - Eligible employees who complete one year of service with the Company become participants in the Pension.* (Not available to Cleveland Employees)


Medical - Benefits are available to all eligible employees and qualified dependents the first of the month following 30 days of continuous service.


Dental** and Vision - Eligible employees and qualified dependents are able to enroll the first of the month following 30 days of continuous service.


Flexible Spending Accounts (FSA) - Our FSA has two components, Health Care and Dependent Care Accounts. These accounts allow employees to set aside a portion of their earnings on a pre-tax basis to cover out-of-pocket medical and dependent care expenses. Participation is elected on a calendar year basis and is available to all eligible employees the first of the month following the completion of 30 days of continuous service.


Health Savings Accounts (HSA) - A pre-tax Health Spending Account (HSA) is offered to those who enroll in the High Deductible Plan. It allows you to pay for health care expenses. Participation is elected on a calendar year basis and is available to all eligible employees the first of the month following the completion of 30 days of continuous service. Company contributes to HSA.


Short-Term Disability - Eligible employees may be entitled to salary continuance during periods of temporary disability. Benefits are based on employee status and years of service.*


Group Life and Long-Term Disability** - Eligible employees may elect life insurance and long-term disability coverage the first of the month following 30 days of continuous service.


Vacation and Paid Holidays - Employees are eligible for vacation upon the completion of six months of employment. In addition, the Company offers eight paid holidays.


Education Assistance - The Company supports employees who wish to continue their education to secure increased responsibility and growth within their professional careers. We offer a reimbursement program for expenses incurred through approved institutions of learning. In addition, Fellow, Life Management Institute (FLMI) and International Claim Association (ICA) program courses are offered after the completion of six months of services at no cost to the employee.


Fitness Reimbursement - Eligible employees are able to receive up to 100% reimbursement for monthly dues (employee only).


Supplemental Plans** - Cancer, Heart/Stroke, Accident.

*Please note, some benefits may vary by subsidiary. Please be sure to clarify with the Human Resources Department. **Company paid benefit


FAQ


Do I have to apply for every job that I am interested in? - Yes. Though our Talent Acquisition Team searches our database for qualified candidates, the only way to ensure that we know what position is of interest to you is if you apply for it directly.


Now that I've applied, what happens? - You will receive an immediate response from our system. Someone from our Talent Acquisition Team will review your qualifications and skills. If you're a good fit, we'll contact you to conduct an initial interview by phone, followed by assessment testing and an in person interview(s).


How do I get the contact information of the hiring manager for the job I am interested in? - It is our policy not to give contact information to external applicants. If, after you apply, it is determined that your skills and qualifications match our hiring needs, you will be contacted directly for an interview by someone on our Talent Acquisition Team.


I've been interviewed, what's next? - If selected, we'll extend a conditional offer. Then, pending a successful background check and drug screen, we'll confirm a start date.



The Whole Globe


Not only is it in our name, it's in our hearts. Our Company thrives off of diversity and has created a culture focused on inclusivity. These two components are the pillars of our foundation and the guiding principles that build our employees and leaders.



No Ceiling


The insurance industry may be traditional, but Globe Life has been, is, and always will be dedicated to building an inclusive, sustainable, and inspiring environment that does not have a ceiling on growth.


Globe Life Inc. is committed to helping families make tomorrow better. That's why more people choose life insurance from Globe Life than any other insurance provider, according to S&P Global Market Intelligence. A.M. Best Company, an independent insurance analyst since 1899, awarded Globe Life an A (Excellent) rating (as of 8/23) based on their latest analysis of financial strength, management skills and integrity. For the latest rating, access www.ambest.com.


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