Contact Center Representative I

Contact Center Representative I

California Teacher’s Association (Remote)
Location: Remote, USA
Time Type: Full time
Job Requisition Id: REQ003638

At The Standard, you’ll join a team focused on putting our customers first.

Our continued success is driven by a high-performance culture. We’re looking for people who are collaborative, accountable, creative, agile and are driven by a passion for doing what’s right – across the company and in our local communities.

We offer a caring culture where you can make a real difference, every day.
Ready to reach your highest potential? Let’s work together.

Job Summary:

• Respond to Contact Center inquiries by personalizing and relaying accurate information to members. Facilitate the member’s experience with the company and advance the member’s understanding of our product offerings. Perform research and resolve a variety of member transactions. Provide technical, procedural, and operational guidance on client service issues.
• Deliver personalized service and respond to a variety of product questions. Provide clear and concise communication of product information, policies, and procedures by using a variety of computer and telecommunications technologies/software/systems. Problem solve, perform initial research, and follow-up with individual client related issues as needed. Monitor status of requested / assigned work, prepare customized correspondence as necessary, and make outbound calls as requested. Facilitate call escalation for clients whose requests are not being met within established service timeframes. Practice de-escalation techniques to enhance the overall member experience.
• Collect and analyze information from members to determine eligibility/entitlement/set-up to our products. Approve and/or communicate resolution to members within guidelines.
• Solicit and analyze customer feedback to identify areas for customer service improvements; may develop and modify written correspondence. Recommend changes to internal forms and procedures and inform management of customer feedback as appropriate to ensure prompt and accurate answers to inquiries.
• Utilize online tools and resources to monitor performance results in schedule adherence, quality assurance, and client satisfaction to achieve performance metrics within the Contact Center.
• Support Division projects as assigned, specifically those involving customer-focused activities and secondary activities that support the administrative and servicing functions of the organization.
• Education & Experience: High school diploma or equivalent required; associate degree preferred. Typically requires minimum 1-2 years’ experience, or the equivalent combination of education/experience. Telephonic customer service experience preferred.
• Knowledge & Skills: Applies acquired job skills and working knowledge of company policies.
• Job Complexity & Judgment: Works on semi routine assignments. Works within defined procedures but is able to deviate from normal routine; understands when to escalate issues if necessary.
• Independence & Supv required: Typically receives general instructions on routine work; may require detailed instructions on new assignments. Follows established procedures.
• Interaction & Influence: Contacts are typically limited to own department; begins to build working relationships outside department.

Please note – the salary range for this role is listed below. In addition to salary, our package includes incentive plan participation and comprehensive benefits including medical, dental, vision and retirement benefits, as well as an initial PTO accrual of 164 hours per year. Employees also receive 11 paid holidays and 2 wellness days per year.

Eligibility to participate in an incentive program is subject to the rules governing the program and plan. Any award depends on various factors, including individual and organizational performance.

Salary Range: 18.00 – 20.91

Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Equities, Inc. and StanCorp Investment Advisers, Inc., marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender, sexual orientation, age, disability, or veteran status or any other condition protected by federal, state or local law. The Standard offers a drug and alcohol free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on Standard property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation, drug test, employment, education and licensing verification as a condition of employment. All employees of The Standard must be bondable.

About Us
The Standard is a family of companies dedicated to helping its customers achieve financial well-being and peace of mind. In business since 1906, we’re a leading provider of group and individual disability insurance, group life, dental and vision insurance, voluntary (employee-paid) benefits, absence management services, and retirement plans and annuities for employers and individuals.