Randstad Hiring for Call Center Customer Service Representative at United States Full Time

Customer Service Representative

Starting 16.00 per hour

PLADS Class: premier life, absence management and disability solutions, acquired from Zurich North America in 2020. This is a customer care opportunity within this “white glove” Customer Care Center.

Processing routine and complex inquiries to provide high quality service to internal and external customers. The job’s core deliverables rely on delivering service to internal and external customers. It will also involve sharing subject matter expertise with others in the organization or supporting others in their efforts to deliver on our promise.

Principal Duties & Responsibilities

• Handles inquiries involving group life, disability and absence including claims, medical underwriting, and continuation of coverage

• Handles first notices of loss for group life, disability and absence claims via telephone and non-phone channels of work

• Interacts with internal/external business partners, including insureds and claimants, in a professional, productive, and positive manner

• Meets established departmental quality, service, phone metric, and productivity objectives

• Prepares documents, communications and other materials using established formats and standard software

• Resolves standard and complex inquiries and problems, defers more complex queries to the senior advocate or leadership in order to provide an effective service and clear advice to colleagues and customers

• Liaises with internal and external customers to exchange information, clarify facts, and resolve queries and/or problems efficiently

• Provides feedback and recommendations to the team to improve the quality of customer care

• Follows procedures to ensure adherence to the company´s risk and compliance policies

• Assists co-workers with knowledge and support

• Mandatory Overtime during Peak Periods/Shift Work/Holiday Work, as required

• Other duties as assigned by Team Manager or other member of Management team

Specialist – Education & Experience Qualificatio

Required High School Diploma or Equivalent

Qualification Level Experience Minimum

Required 6 or more months of contact center or customer service experience