Customer Service Representative

What It is Like to Work for Guardian 

While they say the customer should always be the main focus of a service-oriented business, at Guardian, we feel our employees should also receive the same amount of attention and care. In addition to the typical benefits package you would receive from another employer, we have gone above and beyond to show our employees they are not just another number.  

At Guardian, you will also find development opportunities that will allow you to grow in your role and align with your future career intentions. This may occur via continued industry education, shadowing and project work opportunities or even by becoming a subject matter expert. We want to assure you hard work is acknowledged and appreciated. 

We are looking for outgoing candidates that enjoy speaking with customers within an inbound contact center environment. Our award-winning contact center is known for delivering outstanding customer service experiences and we want to work with others that have a drive to be the best at what they do. 

 In this role, you will:  

• Resolve customer inquiries related to Life Insurance coverage; while ensuring you deliver a 5-star customer experience 
• Research premium or loan payment related matters, assist clients with making policy changes including updates to address of record, listed beneficiaries, while recognizing when the client should consult with their financial professional for further guidance 
• Meet and exceed individual performance metrics including average calls per day, adhering to daily schedule, Quality Assurance call scores, client survey scores, etc. 
• Properly verify callers by obtaining correct data points or Personally Identifiable Information (PII) to ensure information is provided to the appropriate party  
• Successfully navigate multiple computer systems while simultaneously ensuring the call flow with the customer continues to occur 
• De-escalate caller concerns and set clear expectations of next steps that will need to occur to resolve an inquiry 
• Thoroughly document the particulars of a call in a timely manner within a tracking system 

You are:  

• Driven and inspired to support our pursuit to show care and empathy and positively impact our customers’ experience. 
• Capable of understanding internal service standards, complex insurance products and processes. 
• Focused on details to ensure correct information is provided, and procedures are followed accurately.  
• Confident in ability to utilize resources to navigate and solve problems quickly and independently. 
•  In-office requirement of Tues/Wed/Thu in the Pittsfield office

 You have:  

• Previous experience in the retail/service industries, which may include hospitality, banking or other customer facing positions 
• A college or university degree, or equivalent work experience 
• Superior oral and written communication skills  
• Strong organizational skills and an ability to multitask  
• Solid understanding of computer systems and keyboarding skills  
• Ability to work autonomously and also within a team 
• Positive attitude and dedication to providing superior customer service 

 Reporting Relationships: 

• Primary office location - Bethlehem, PA or Pittsfield, MA 
• Flexible position with 2-3 days/week required in office