Customer Care III

Qualified candidates who move forward in the process can expect the following:

• An invitation to take a 15-minute candidate assessment will be sent via email through our third-party vendor, Glider. There will be a series of questions related to your experience in handling various customer issue examples, your internet connectivity, and your typing accuracy and speed.
• Selected candidates will then be scheduled to interview with our customer service leadership team via Microsoft Teams video-based interviewing. You will be asked to provide specific examples of your professional experiences.
• Candidates that have been chosen to move forward will be made an offer of employment within one week of the interview, typically in a group setting via Microsoft Teams. This will foster the same sense of community that you will find in training as well as in your career at Guardian.
  
  

Candidate Responsibilities

• Responds to phone, email, and chat customer inquiries
• Ability to move between different functions as needed
• Triages & assesses inquiry root cause to determine effective resolution and or response
• Utilizes multiple systems to assess, customer inquiries and provide timely and accurate resolution
• Optimizes the use of call, email and chat communication channels while receiving high voice of customer (VOC) survey scores
• Adheres to schedule and uses scheduling tools appropriately. Must also comply with departmental scheduling policy and practice
• Builds immediate rapport with the customer
• Achieves strong customer satisfaction and loyalty by providing a positive Customer Experience through responsive, thorough, and effective service
• Works collaboratively with back-office areas and departments to research and correct customer issues and provide effective, timely resolution
• Leverages strong insurance background to resolve customer inquiries towards effective customer resolution
• Possesses knowledge of company procedures and demonstrates technical and soft-skill knowledge to handle the different types of service inquiries
• Processes changes within scope of authority or refers to appropriate area as necessary. Escalates to next level when necessary and appropriate
• Communicates clearly and articulately in all situations
• Listens to others objectively and actively, sharing ideas in a clear and precise manner and participating effectively in discussions and meetings
• Possesses knowledge of customer impact and company procedures
• Maintains the customer privacy and confidentiality standards as set by Guardian and applicable legal requirements
  
  

Reporting Relationships

• This position reports to the Team Leader
  
  

Functional Skills

• Ability to navigate between multiple applications efficiently and quickly during one customer interaction to obtain information and provide correct and concise information
• Proficient PC skills that demonstrate efficient use of windows applications and corresponding functions (copy, cut, paste, toggle, etc.) including ability to quickly input / retrieve data while working with customer on the telephone
• Ability to remain focused and productive each day though tasks may be repetitive
• Ability to maintain balanced performance in areas of production and quality
• Excellent schedule adherence and time management skills
• Ability to work effectively with all external/internal contacts, building a positive and respectful working relationship
• Professional verbal and written communication skills
• Possesses the ability to explain routine and technical issues clearly and understandably
• Maintains a high sense of priorities and uses solid judgment in making routine decisions and communicating those decisions to the appropriate parties. Must also understand which situations can be resolved without involving others
• Strong aptitude in math
  
  

Leadership Behaviors

• Continuously strives to deliver superior results and exceptional customer service
• Expresses oneself in an open and honest manner
• Demonstrates self-awareness and embraces feedback
• Demonstrates respect for, and inclusion of, others
• Open to and embraces change
• Embodies a growth mindset
• Motivated to advance skills, knowledge, and career
  
  

Position Qualifications

• High School degree required
• Two-year Associate Degree, bachelor’s degree, or equivalent work preferred experience in Customer Service and insurance industry.
• 2-3 years of Call Center experience is preferred.
• Internet speed at a minimum of 75Mbps/12Mbps
• Insurance, Dental, or Disability experience is a plus.
• Completion of company training program required (currently remote training)
• Constant work sitting at a cubical desk
• Prior work from home and/or virtual skype experience preferred
• Occasional overtime based on business needs
• Availability to work all call center shifts with determination based on occasional shift bid
  
  

The Customer Care Associate role supports Guardian’s mission to keep our promises and serve more people by providing effortless and exceptional service to our voice/telephone inquiries from insured members, employers, brokers, and sales for benefits, billing, eligibility, claim status, and all other miscellaneous inquiries following process and procedures that provide accurate, complete, and thorough service resolution. When needed, this role investigates customers’ service issues and proactively resolves problems by documenting details of telephone conversations and the actions taken.

Salary Range

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Inspire Well-Being

As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues.

Health Care

• Choice of [high deductible/copay] medical plans* with prescription drugs, including coverage for fertility and transgender inclusive benefits
• Dental plan
• Vision plan
• Health care accounts – flexible spending, health reimbursement, and health savings accounts
• Critical illness insurance
  
  

Life and Disability Insurance

• Company-paid Life and Disability insurance plus voluntary supplemental coverage
• Accident insurance
  
  

Retirement and Financial

• 401(k) retirement plan with a company match, plus an annual age/service-based Company contribution and an annual profit-sharing contribution, if applicable
• Complimentary 1:1 financial guidance with a licensed Fidelity representative
  
  

Time Off and Remote Work

• Flexible work arrangements (part in-person/part remote)
• Unlimited paid time off for most roles plus time off for volunteering, jury duty, voting, and bereavement
• Personal holidays for colleagues to use in recognition of religious, cultural, or civic days
• Paid parental leave and paid family and medical leave policies
  
  

Emotional Well-being and Work-Life

• Emotional well-being, mental health, and work/life resources powered by Spring Health
• Wellness programs, including fitness program and equipment reimbursement
• Child, adult, and elder back-up care support through Bright Horizons
• Adoption assistance
• College planning
• Tuition reimbursement
• Student loan assistance
• Commuter benefits in select metropolitan areas
  
  

Equity & Inclusion

Opportunities to build inclusive and meaningful connections through involvement in colleague-led affinity groups:

• Employee Resource Groups:
• Colleague Connection Committees
• Community Involvement Committees
  
  

A culture that encourages colleagues to bring their authentic selves to work

• Voluntary self-ID
• Pronunciation and phonetic spelling of names
  
  

Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Accommodations

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact applicant_accommodation@glic.com.